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The psychology of being put on hold: An exploratory study of service quality
16 references·0 citing·42 second hop
The psychology of being put on hold: An exploratory study of service quality (1999)The psychology of being put on hold: An e…Advances in Consumer Research (2025)Advances in Consumer ResearchWhat to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation (1996)What to Tell Consumers in Wai…Waiting for Service: The Relationship between Delays and Evaluations of Service (1994)Waiting for Service: The Rela…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience (1991)Perceived Control and the Eff…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing (1987)OR Forum—Perspectives on Queu…Mood effects on person-perception judgments. (1987)Mood effects on person-percep…The Psychology of Control (1985)The Psychology of ControlEmployee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states. (1983)Mood, misattribution, and jud…Emerging perspectives on services marketing (1983)Emerging perspectives on serv…A theory of motivation for some classroom experiences. (1979)A theory of motivation for so…Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Social Psychology of Organizations. (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)rwg: An assessment of within-group interrater agreement. (1993)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)Enhancing the Effectiveness of Work Groups and Teams (2006)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Generalized expectancies for internal versus external control of reinforcement. (1966)Cognitive Therapy and the Emotional Disorders (1975)Learned helplessness in humans: Critique and reformulation. (1978)Teacher Efficacy: Its Meaning and Measure (1998)Teacher efficacy: capturing an elusive construct (2001)Student Involvement: A Developmental Theory for Higher Education (2014)The Varieties of Consumption Experience: Comparing Two Typologies of Emotion in Consumer Behavior (1986)On the Evaluation of Structural Equation Models (1988)The service experience in tourism (1996)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)Marketing through Instagram influencers: the impact of number of followers and product divergence on brand attitude (2017)Advertising as Information (1974)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Measuring Service Quality: A Reexamination and Extension (1992)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)Customer repurchase intention (2003)The Structure of Psychological Well-Being. (1970)Availability: A heuristic for judging frequency and probability (1973)Subjective Well-Being (1984)Happiness is everything, or is it? Explorations on the meaning of psychological well-being. (1989)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Evolving to a New Dominant Logic for Marketing (2003)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1983Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.4,951 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1979A theory of motivation for some classroom experiences.2,453 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1991Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience1,229 cited
  • 1983Emerging perspectives on services marketing1,018 cited
  • 1994Waiting for Service: The Relationship between Delays and Evaluations of Service947 cited
  • 1987Mood effects on person-perception judgments.778 cited
  • 1996What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation470 cited
  • 1987

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OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing
460 cited
  • 1985The Psychology of Control454 cited
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