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ArticleImpact of process change on customer perception of waiting time: a field study

Wenhong Luo2003

Article2003

Impact of process change on customer perception of waiting time: a field study

Wenhong Luo · Matthew J. Liberatore · Robert L. Nydick · Q.B. Chung · Elliot B. Sloane

45 citations·0/0 files stored·Omega

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Customer Service Quality and Loyalty Business Process Modeling and Analysis Healthcare Operations and Scheduling Optimization

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References

1996The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions 1985The Service encounter : managing employee/customer interaction in service businesses 1992Service operations management 1997The impact of music on consumers' reactions to waiting for services 1996What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation 1987OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing 1984Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior 1998The Effect of Delay Type and Service Stage on Consumers' Reactions to Waiting

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2014A Case Study of Just-In-Time System in Service Industry 2012Dynamic capacity adjustments with reactive customers 2022Optimisation of check-in process focused on passenger perception for using self-service technologies at airport in Australia 2009Real-Time Process Management System in a Restaurant by Sharing Food Order Information 2013

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Year2003

Typearticle

Published2003-11-17

VenueOmega

ISSN-L0305-0483

Languageen

Citations45

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.omega.2003.09.010

openalex_workW2071909013

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Improving Customer’s Subjective Waiting Time Introducing Digital Signage