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How Long Should a Customer Wait for Service?
8 references·16 citing·46 second hop
How Long Should a Customer Wait for Service? (1991)How Long Should a Customer Wait for Servi…Service operations management (1992)Service operations managementOR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing (1987)OR Forum—Perspectives on Queu…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Management of Service Operations: Text, Cases and Readings (1979)Management of Service Operati…Consumer and Industrial Buying Behavior (1978)Consumer and Industrial Buyin…Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance (1973)Consumer Dissatisfaction: The…Joint demand and capacity management in a restaurant system (2010)Joint demand and capacity man…Scheduling Restaurant Workers to Minimize Labor Cost and Meet Service Standards (2009)Scheduling Restaurant Workers…Workforce scheduling with multiple objectives (2008)Workforce scheduling with mul…Customer satisfaction with waits in multi‐stage services (2007)Customer satisfaction with wa…Customers' Identification of Acceptable Waiting Times in a Multi-Stage Restaurant System (2006)Customers' Identification of …A video method for empirically studying wait‐perception bias (2006)A video method for empiricall…Variable employee productivity in workforce scheduling (2004)Variable employee productivit…A MARKET UTILITY‐BASED MODEL FOR CAPACITY SCHEDULING IN MASS SERVICES (2003)A MARKET UTILITY‐BASED MODEL …Evaluating Capacity- and Demand-Management Decisions at a Ski Resort (2002)Evaluating Capacity- and Dema…Time Styles and the Waiting Experience (1999)Time Styles and the Waiting E…Labor staffing and scheduling models for controlling service levels (1997)Labor staffing and scheduling…Ramifications of Monitoring Service Quality Through Passively Solicited Customer Feedback (1996)Ramifications of Monitoring S…Consumer response to service and product quality: A study of motor vehicle owners (1996)Consumer response to service …A Stochastic Goal Program for Employee Scheduling (1996)A Stochastic Goal Program for…The Impact of a Customer Service Intervention and Facility Design on Firm Performance (1995)The Impact of a Customer Serv…Labor scheduling using NPV estimates of the marginal benefit of additional labor capacity (1995)Labor scheduling using NPV es…A Theory of Cognitive Dissonance (1957)An Experimental Study of Customer Effort, Expectation, and Satisfaction (1965)A Dual Methodology for Case Studies: Synergistic Use of a Longitudinal Single Site with Replicated Multiple Sites (1990)An empirical analysis of the antecedents of electronic commerce service continuance (2001)Word of Mouth for Movies: Its Dynamics and Impact on Box Office Revenue (2006)A Theory of Cognitive Dissonance (2017)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The Focused Factory (1974)Educational Organizations as Loosely Coupled Systems (1976)Breaking Free from Product Marketing (1977)Cutting Corners and Working Overtime: Quality Erosion in the Service Industry (2001)The impact of employee satisfaction on quality and profitability in high‐contact service industries (2008)An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The Time Styles Scale (2007)Global Customer Engagement (2017)The Effect of Delivery Time on Repurchase Behavior in Quick Commerce (2024)Advances in Consumer Research (2025)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Influence Of Service And Product Quality Towards Customer Satisfaction: A Case Study At The Staff Cafeteria In The Hotel Industry (2009)The three-stage model of service consumption (2015)Challenging conventional wisdom: Positive waiting (2017)Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Evaluating the Potential of Interactive Media through a New Lens: Search versus Experience Goods (1998)A conceptual model of perceived customer value in e‐commerce: A preliminary investigation (2003)Waiting for Service: The Relationship between Delays and Evaluations of Service (1994)Consumer Value: A Framework for Analysis and Research (1999)Understanding Service Convenience (2002)The tourism product (1994)Service quality: beyond cognitive assessment (2005)Components of cultural tourists’ experiences in destinations (2015)The emergence of service operations management as an academic discipline (2006)Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry (2007)Understanding the Impact of Green Initiatives and Green Performance on Financial Performance in the US (2017)
this work references cited by second hop

References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,066 cited
  • 1978Consumer and Industrial Buying Behavior607 cited
  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 1992Service operations management489 cited
  • 1987OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing460 cited
  • 1979Management of Service Operations: Text, Cases and Readings252 cited

Cited by

  • 1999Time Styles and the Waiting Experience93 cited
  • 2007Customer satisfaction with waits in multi‐stage services77 cited
  • 1996Consumer response to service and product quality: A study of motor vehicle owners72 cited
  • 1997Labor staffing and scheduling models for controlling service levels72 cited
  • 2004Variable employee productivity in workforce scheduling70 cited
  • 2008Workforce scheduling with multiple objectives68 cited
  • 1995The Impact of a Customer Service Intervention and Facility Design on Firm Performance

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

67 cited
  • 1996Ramifications of Monitoring Service Quality Through Passively Solicited Customer Feedback65 cited
  • 2002Evaluating Capacity- and Demand-Management Decisions at a Ski Resort53 cited
  • 1996A Stochastic Goal Program for Employee Scheduling53 cited
  • 2006A video method for empirically studying wait‐perception bias52 cited
  • 2010Joint demand and capacity management in a restaurant system51 cited
  • 1995Labor scheduling using NPV estimates of the marginal benefit of additional labor capacity49 cited
  • 2009Scheduling Restaurant Workers to Minimize Labor Cost and Meet Service Standards46 cited
  • 2003A MARKET UTILITY‐BASED MODEL FOR CAPACITY SCHEDULING IN MASS SERVICES42 cited
  • 2006Customers' Identification of Acceptable Waiting Times in a Multi-Stage Restaurant System36 cited