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The Effects of Waiting Time, Passive and Active Impatience on Anger and Waiting Acceptability
16 references·0 citing·39 second hop
The Effects of Waiting Time, Passive and Active Impatience on Anger and Waiting Acceptability (2012)The Effects of Waiting Time, Passive and …Structural Equation Modeling With AMOS (2013)Structural Equation Modeling …Whither Services Marketing? (2004)Whither Services Marketing?Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services (2003)Angry Customers don't Come Ba…The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments (2002)The Effect of Customers' Emot…Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics (2001)Satisfaction, Repurchase Inte…Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)Structural equation modeling …What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation (1996)What to Tell Consumers in Wai…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Waiting Time and Decision Making: Is Time like Money? 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2000Structural equation modeling with AMOS: basic concepts, applications, and programming17,968 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 2013Structural Equation Modeling With AMOS3,959 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 2001Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics2,256 cited
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  • 1994Waiting for Service: The Relationship between Delays and Evaluations of Service947 cited
  • 2003Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services897 cited
  • 2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

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865 cited
  • 1995Waiting Time and Decision Making: Is Time like Money?533 cited
  • 1996What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation470 cited
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