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Waiting time influence on the satisfaction‐loyalty relationship in services

16 references·16 citing·41 second hopsampled

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References

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2000Strengthening the Satisfaction-Profit Chain1,537 cited

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1996

The loyalty effect: The hidden force behind growth, profits, and lasting value

1,430 cited

2004Whither Services Marketing?1,242 cited

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2018Research on Passenger’s Travel Mode Choice Behavior Waiting at Bus Station Based on SEM-Logit Integration Model78 cited
2010Affective dimensions of the waiting experience69 cited
2020Consumer engagement behaviors: do service convenience and organizational characteristics matter?66 cited
2010Other customers in the retail environment and their impact on the customer’s evaluations of the retailer62 cited
2018Consumer sensitivity to delivery lead time: a furniture retail case57 cited
2019Let me entertain you – Increasing overall store satisfaction through digital signage in retail waiting areas55 cited
2017Challenging conventional wisdom: Positive waiting49 cited
2017Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance44 cited
2013Customer responses to waits for online banking service delivery43 cited
2022Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies42 cited