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

Omega

Volumn 32, Issue 1, 2004, Pages 77-83

  Luo, Wenhong ^a   Liberatore, Matthew J ^a   Nydick, Robert L ^a   Chung, Q B ^a   Sloane, Elliot ^a  

^a VILLANOVA UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Field study; Perceived waiting time; Process change; Waiting line

Indexed keywords

SALES;

CUSTOMER PERCEPTIONS; CUSTOMERS' SATISFACTION; FIELD STUDIES; IN-PROCESS; OPERATIONAL PERFORMANCE; PERCEIVED WAITING TIME; PERFORMANCE MEASURE; PROCESS CHANGE; WAITING LINES; WAITING TIME;

CUSTOMER SATISFACTION;

EID: 0346937239     PISSN: 03050483     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.omega.2003.09.010     Document Type: Article

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