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Social regard: a link between waiting for service and service outcomes · Study

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ArticleSocial regard: a link between waiting for service and service outcomes

Ken Butcher2005

Article2005

Social regard: a link between waiting for service and service outcomes

Ken Butcher · Troy William Heffernan

40 citations·0/0 files stored·International Journal of Hospitality Management

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Customer Service Quality and Loyalty AI in Service Interactions Emotional Labor in Professions

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1979A Paradigm for Developing Better Measures of Marketing Constructs 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations 1991Managing Brand Equity 1983The Managed Heart 2011Service Management and Marketing 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior 1987The Vignette Technique in Survey Research

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2020Investigation into waiting time, self‐service technology, and customer loyalty: The mediating role of waiting time in satisfaction 2020Dimensionality of frontline employee friendliness in service encounters 2012The effect of regulatory focus and delay type on consumers’ reactions to delay

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Year2005

Typearticle

Published2005-02-18

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations40

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.ijhm.2004.12.006

openalex_workW2034483777

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