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A Field Study Investigating the Effect of Waiting Time on Customer Satisfaction

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
1994Waiting for Service: The Relationship between Delays and Evaluations of Service947 cited
1987A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport618 cited
1985Planning the service encounter435 cited
1984Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior394 cited
1995Waiting time delays and customer satisfaction in supermarkets158 cited

Cited by

2016Salesperson improvisation: Antecedents, performance outcomes, and boundary conditions87 cited
2007Customer satisfaction with waits in multi‐stage services77 cited
2008Consumers' waiting in queues: The role of first‐order and second‐order justice46 cited
2003Impact of process change on customer perception of waiting time: a field study45 cited

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2023The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter44 cited

2007Customer perceived control and the moderating effect of restaurant type on evaluations of restaurant employee performance44 cited

2022Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies42 cited

2006Having to Wait for Service: Customer Reactions to Delays in Service Delivery42 cited

2001The role of procedural justice in the delivery of services40 cited

2020Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites35 cited

2014Measuring service experience: a utility-based heuristic model32 cited

2020Investigation into waiting time, self‐service technology, and customer loyalty: The mediating role of waiting time in satisfaction27 cited

2014The Effects of the Service Environment on Perceived Waiting Time and Emotions26 cited

2022How agency and self‐efficacy moderate the effects of strategic improvisational behaviors on sales performance: Evidence from an emerging market18 cited

2009Customer attitudes towards restaurant reservations policies18 cited

2023Impatience Over Time10 cited