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Waiting for service: ten years of empirical research

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1989A Gap Analysis of Professional Service Quality1,123 cited
1994Waiting for Service: The Relationship between Delays and Evaluations of Service947 cited
1995Waiting Time and Decision Making: Is Time like Money?533 cited
1996What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation470 cited
1987OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing460 cited
1984Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior394 cited
1989Time and Human Cognition: A Life-Span Perspective305 cited
1995The effects of background music on consumers' desire to affiliate in buyer‐seller interactions289 cited
1995The zone of tolerance279 cited
1991New and Improved: The Story of Mass Marketing in America240 cited
1998How disconfirmation, perception and actual waiting times impact customer satisfaction223 cited
1990A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation219 cited
1991Time and Outcome Valuation: Implications for Marketing Decision Making106 cited

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2004Rethinking customer expectations of service quality: are call centers different?99 cited
2008An examination of consumers’ cross-shopping behaviour76 cited
2012Can online wait be managed? the effect of filler interfaces and presentation modes on perceived waiting time online71 cited
2008Consumer Wait Management Strategies for Negative Service Events: A Coping Approach68 cited
2005Perceptions of waiting time in different service queues64 cited
2003Service process design flexibility and customer waiting time60 cited
2014“It was not that long!”: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception59 cited
2012Perceived deterrents to being a plasmapheresis donor in a voluntary, nonremunerated environment57 cited
2011Priority queues: Where social justice and equity collide55 cited
2013When Filling the Wait Makes it Feel Longer: A Paradigm Shift Perspective for Managing Online Delay151 cited
2017When More Is Less: Field Evidence on Unintended Consequences of Multitasking51 cited
2016In Pursuit of the Happy Transit Rider: Dissecting Satisfaction Using Daily Surveys and Tracking Data50 cited
2015Emotional timescapes: the temporal perspective and consumption emotions in services50 cited
2006Waiting in line for online services: a qualitative study of the user's perspective49 cited
2009Closing the gap between perceived and actual waiting times in a call center: results from a field study47 cited
2023The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter44 cited