A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation

Introduces a framework for integrating the operations management and marketing approaches within a service operation. Focuses on customer satisfaction with waiting time, with the aim of providing improved satisfaction for a given level of resources. Provides an application of this methodology by presenting an example in the fast food industry. Concludes with suggestions for extending such a framework to other service organizations.

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Year of publication:	1990
Authors:	Davis, Mark M. ; Vollmann, Thomas E.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 4.1990, 1, p. 61-69
Publisher:	MCB UP Ltd
Subject:	Customer satisfaction \| Decision making \| Operations management \| Service

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/EUM0000000002506 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905741