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Managing perceptions of waiting times in service queues

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
2012Research Methods for Managers1,431 cited
1990A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation219 cited

Cited by

2000Waiting: integrating social and psychological perspectives in operations management118 cited
2007OM Forum—Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters98 cited
2012Waiting for service at the checkout89 cited
2002How long should dinner take? Measuring expected meal duration for restaurant revenue management69 cited
1999Service quality: perceived value, expectations, shortfalls, and bonuses68 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
2018Behavioral Foundations of Queueing Systems50 cited
2017Challenging conventional wisdom: Positive waiting49 cited
2006Waiting in line for online services: a qualitative study of the user's perspective49 cited

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2009Closing the gap between perceived and actual waiting times in a call center: results from a field study47 cited

2012Self‐Service Operations at Retail Stores: The Role of Inter‐Customer Interactions43 cited

2005Social regard: a link between waiting for service and service outcomes40 cited

2018Service operations: what have we learned?36 cited

2006An investigation of the impact of prolonged waiting times on blood donors in Ireland35 cited