Customer waiting is regarded as one of the most critical aspects of service quality. Research has suggested various approaches to reduce the negative impact of waiting. This article investigates the waiting time performance of alternative service process designs that consist of two operations,...

Quality is increasingly becoming the key determinant of demand for goods and services. Managerial philosophy and perceptions shape the overall corporate attitude towards quality and define the parameters for its role as a determinant of competitiveness and performance. Quality of services is...