How Long Should a Customer Wait for Service?

Decision Sciences

Volumn 22, Issue 2, 1991, Pages 421-434

  Davis, Mark M ^a  

^a BENTLEY COLLEGE   (United States)

Author keywords

Consumer Behavior; Service Operations Management

Indexed keywords

EID: 84985788569     PISSN: 00117315     EISSN: 15405915     Source Type: Journal    
DOI: 10.1111/j.1540-5915.1991.tb00356.x     Document Type: Article

References (18)

1. Consumer dissatisfaction: The effect of disconfirmed expectancy on perceived product performance
2. Selected determinants of consumer satisfaction and complaint reports
3. The customer contact approach to services: Theoretical bases and practical extensions
4. Toward a theory of consumer complaining behavior
5. Managing our way to economic decline
6. Perspective on queues: Social justice and the psychology of queueing
7. Determining electronic point‐of‐sale cash register requirements
8. The psychology of waiting lines
9. A cognitive model of the antecedents and consequences of satisfaction decisions
10. Will services follow manufacturing into decline
11. Time—The source of competitive advantage
12. Queueing theory in practice