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...

Purpose The extant literature has utilized the SERVQUAL scale to measure service quality dimensions and their importance towards customer-satisfaction using close-ended survey-based questions and not open-ended questions and/or user-generated qualitative responses. On the other hand, while...