The Effect of Delay Type and Service Stage on Consumers' Reactions to Waiting
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DOI: 10.1086/209522
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Citations
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Cited by:
- Pons, Frank & Mourali, Mehdi & Giroux, Marilyn, 2014. "The density–satisfaction relationship revisited: The role of scarcity and consumers affective reactions in a crowded retail situation," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 54-60.
- Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
- Pons, Frank & Giroux, Marilyn & Mourali, Mehdi & Zins, Michel, 2016. "The relationship between density perceptions and satisfaction in the retail setting: Mediation and moderation effects," Journal of Business Research, Elsevier, vol. 69(2), pages 1000-1007.
- Luo, Wenhong & J. Liberatore, Matthew & L. Nydick, Robert & B. Chung, Q & Sloane, Elliot, 2004. "Impact of process change on customer perception of waiting time: a field study," Omega, Elsevier, vol. 32(1), pages 77-83, February.
- Cameron, Michaelle Ann & Baker, Julie & Peterson, Mark & Braunsberger, Karin, 2003. "The effects of music, wait-length evaluation, and mood on a low-cost wait experience," Journal of Business Research, Elsevier, vol. 56(6), pages 421-430, June.
- Garaus, Marion & Wagner, Udo, 2019. "Let me entertain you – Increasing overall store satisfaction through digital signage in retail waiting areas," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 331-338.
- Kumar, Piyush & Dada, Maqbool, 2021. "Investigating the impact of service line formats on satisfaction with waiting," International Journal of Research in Marketing, Elsevier, vol. 38(4), pages 974-993.
- David Autissier & Armelle Glérant-Glikson & Joan Le Goff, 2000. "Service gagnant ! Comprendre l’essor des chaînes," Post-Print hal-03151451, HAL.
- Dyah Sugandini & Christin Susilowati & Argo Pambudi & Suranto Aw & Muafi & Mukarto Siswoyo, 2019. "The influence of self-control, time pressure, information alternatives, and stock out on consumption delay," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 7(1), pages 413-424, September.
- Michael Hui & Alan Tse & Lianxi Zhou, 2006. "Interaction between two types of information on reactions to delays," Marketing Letters, Springer, vol. 17(2), pages 151-162, April.
- Ken Butcher & Asad Kayani, 2008. "Waiting for service: modelling the effectiveness of service interventions," Service Business, Springer;Pan-Pacific Business Association, vol. 2(2), pages 153-165, June.
- Fabio Galeotti, 2013. "An Experiment on Waiting Time and Punishing Behavior," Economics Bulletin, AccessEcon, vol. 33(2), pages 1383-1389.
- Sandeep Chandukala & Sylvia Long-Tolbert & Greg Allenby, 2011. "A threshold model for respondent heterogeneity," Marketing Letters, Springer, vol. 22(2), pages 133-146, June.
- Duarte, Paulo & Costa e Silva, Susana & Ferreira, Margarida Bernardo, 2018. "How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 161-169.
- S. De Man & D. Vandaele & P. Gemmel, 2004. "The waiting experience and consumer perception of service quality in outpatient clinics," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 04/229, Ghent University, Faculty of Economics and Business Administration.
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