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Closing the gap between perceived and actual waiting times in a call center: results from a field study
16 references·6 citing·40 second hop
Closing the gap between perceived and actual waiting times in a call center: results from a field study (2009)Closing the gap between perceived and act…The Psychology of Waiting Lines (2005)The Psychology of Waiting Lin…Multiple Discrepancies Theory (MDT) (2005)Multiple Discrepancies Theory…Consumer Perception and Evaluation of Waiting Time: A Field Experiment (2002)Consumer Perception and Evalu…Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study (2000)Customer expectation dimensio…Waiting for service: ten years of empirical research (1999)Waiting for service: ten year…How disconfirmation, perception and actual waiting times impact customer satisfaction (1998)How disconfirmation, percepti…Gender Differences in the Allocation of Assets in Retirement Savings Plans (1998)Gender Differences in the All…The impact of music on consumers' reactions to waiting for services (1997)The impact of music on consum…What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation (1996)What to Tell Consumers in Wai…An experimental approach to making retail store environmental decisions. (1992)An experimental approach to m…A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation (1990)A Framework for Relating Wait…The Influence of Background Music on the Behavior of Restaurant Patrons (1986)The Influence of Background M…Multiple discrepancies theory (MDT) (1985)Multiple discrepancies theory…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior (1984)Subjective vs. Objective Time…Using Background Music to Affect the Behavior of Supermarket Shoppers (1982)Using Background Music to Aff…The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter (2023)The clock is ticking—Or is it…Forecasting incoming call volumes in call centers with recurrent Neural Networks (2016)Forecasting incoming call vol…What is going on when nothing is going on? Exploring the role of the consumer in shaping waiting situations (2015)What is going on when nothing…The impact of call centre stressors on inbound and outbound call‐centre agent burnout (2013)The impact of call centre str…Customer responses to waits for online banking service delivery (2013)Customer responses to waits f…Time Styles and Waiting in Crowded Service Environments (2012)Time Styles and Waiting in Cr…Why do so Few Hold Stocks? (1995)Boys will be Boys: Gender, Overconfidence, and Common Stock Investment (2001)Gender Differences in Preferences (2009)Strong Evidence for Gender Differences in Risk Taking (2011)Atmospherics as a Marketing Tool (1974)Music, Mood, and Marketing (1990)Improving the Store Environment: Do Olfactory Cues Affect Evaluations and Behaviors? (1996)Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants (2008)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)An approach to environmental psychology (1974)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Consumer perceptions of service quality attributes at sporting events (2001)The impact of servicescape on quality perception (2005)Shopping risk perceptions: Effects on tourists’ emotions, satisfaction and expressed loyalty intentions (2006)Marketing Decision Making: A Model Building Approach (1971)The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions (1996)Developing a scale to measure the interactivity of websites (2003)Understanding Attitudes and Predicting Social Behavior (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Measurement of tourist satisfaction with restaurant services: A segment-based approach (2003)Behavior in operations management: Assessing recent findings and revisiting old assumptions (2006)A Theory of Cognitive Dissonance (1957)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Four Qualities of Life (2000)Quality of Life Indexes for National Policy: Review and Agenda for Research (2001)The Four Qualities of Life Ordering Concepts and Measures of the Good Life (2013)A Theory of Cognitive Dissonance (2017)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Mood States and Consumer Behavior: A Critical Review (1985)Subjective Well-Being (1984)Developments in satisfaction-research (1996)Well-Being for Public Policy (2009)Whistle While You Work (2012)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes (2012)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1982Using Background Music to Affect the Behavior of Supermarket Shoppers1,074 cited
  • 1992An experimental approach to making retail store environmental decisions.1,001 cited
  • 1998Gender Differences in the Allocation of Assets in Retirement Savings Plans961 cited
  • 1986The Influence of Background Music on the Behavior of Restaurant Patrons936 cited
  • 1985Multiple discrepancies theory (MDT)926 cited
  • 2005Multiple Discrepancies Theory (MDT)593 cited
  • 1997The impact of music on consumers' reactions to waiting for services471 cited
  • 1996What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation470 cited
  • 1984Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior394 cited
  • 2005The Psychology of Waiting Lines362 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
  • 2002Consumer Perception and Evaluation of Waiting Time: A Field Experiment210 cited
  • 1999

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Waiting for service: ten years of empirical research
173 cited
  • 2000Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study151 cited
  • Cited by

    • 2013The impact of call centre stressors on inbound and outbound call‐centre agent burnout51 cited
    • 2023The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter44 cited
    • 2013Customer responses to waits for online banking service delivery43 cited
    • 2016Forecasting incoming call volumes in call centers with recurrent Neural Networks38 cited
    • 2012Time Styles and Waiting in Crowded Service Environments32 cited
    • 2015What is going on when nothing is going on? Exploring the role of the consumer in shaping waiting situations21 cited