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

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References

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1996How Does Waiting Duration Information Influence Customers' Reactions to Waiting for Services?172 cited
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1994Subjective Importance of Goal and Reactions to Waiting in Line41 cited

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2014A Case Study of Just-In-Time System in Service Industry

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20 cited

2012Dynamic capacity adjustments with reactive customers20 cited

2022Optimisation of check-in process focused on passenger perception for using self-service technologies at airport in Australia13 cited

2009Real-Time Process Management System in a Restaurant by Sharing Food Order Information13 cited

2013Improving Customer’s Subjective Waiting Time Introducing Digital Signage9 cited