The impact of waiting for service, a very common incident in the service business, on the customer-related service outcomes is very important to service managers for ensuring better business performance. The current article gives an extensive review of all such empirical articles studying the...

Extant literature has pointed at how process and outcome of service encounters impact the overall service evaluation. Little has been known about how individuals process these two elements (process vs. outcome) and evaluate them. We draw theoretical insights from Construal Level Theory and...