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The Effects of Filled Waiting Time and Service Provider Control over the Delay on Evaluations of Service

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References

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1993Mood, Awareness, and Product Evaluation234 cited
1990A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation

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219 cited

1986Buyers' and Sellers' Explanations for Product Failure: Who Done It?193 cited

Cited by

2003The effects of music, wait-length evaluation, and mood on a low-cost wait experience132 cited
2006The good guys don't always win: the effect of valence on service perceptions and consequences130 cited
2017How Does Corporate Social Responsibility Engagement Influence Word of Mouth on Twitter? Evidence from the Airline Industry130 cited
2016Slowing Down in the Good Old Days: The Effect of Nostalgia on Consumer Patience115 cited
2010Worth waiting for: increasing satisfaction by making consumers wait105 cited
2007Numbers or apologies? Customer reactions to telephone waiting time fillers.104 cited
2007OM Forum—Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters98 cited
2010A framework for evaluating the customer wait experience97 cited
2015MUSIC, SCENT AND TIME PREFERENCES FOR WAITING LINES73 cited
2020Service Failure and Recovery in B2B Markets – A Morphological Analysis72 cited
2007Modeling service alliances: an exploratory investigation of spillover effects in service partnerships62 cited
2014“It was not that long!”: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception59 cited
2005Views From Consumers Next in Line: The Fundamental Attribution Error in a Service Setting58 cited
2019Let me entertain you – Increasing overall store satisfaction through digital signage in retail waiting areas55 cited
1998Managing the delayed service encounter: the role of employee action and customer prior experience54 cited
1998Queues, customer characteristics and policies for managing waiting‐lines in supermarkets52 cited