Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in International Journal of Retail & Distribution Management, published by and copyright MCB UP Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Internet Research, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Journal of Consumer Marketing, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Journal of Consumer Marketing, published by and copyright Emerald Group Publishing Ltd.

Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that...