How disconfirmation, perception and actual waiting times impact customer satisfaction

International Journal of Service Industry Management

Volumn 9, Issue 1, 1998, Pages 64-73

  Davis, Mark M ^a   Heineke, Janelle ^b  

^a BENTLEY COLLEGE   (United States)

^b BOSTON UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032327411     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564239810199950     Document Type: Article

References (20)

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