The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Delphine Caruelle, Line Lervik-Olsen, Anders Gustafsson
| Year of publication: |
2023
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|---|---|
| Authors: | Caruelle, Delphine ; Lervik-Olsen, Line ; Gustafsson, Anders |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 410802-4. - Vol. 99.2023, 2, p. 247-264
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| Subject: | Customer experience | Managing customer wait | Service encounters | Time value | Wait time estimate | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretai.2023.03.003 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014321982