Impact of process change on customer perception of waiting time: a field study

Author:

Luo Wenhong,J. Liberatore Matthew,L. Nydick Robert,B. Chung Q,Sloane Elliot

Publisher

Elsevier BV

Subject

Information Systems and Management,Management Science and Operations Research,Strategy and Management

Reference17 articles.

1. The impact of waiting in line on consumers;Chebat;Journal of Bank Marketing,1993

2. Service operations management;Murdick,1990

3. A managerial assessment of the waiting-time performance for alternative service process designs;Sheu;Omega,1996

4. Waiting;Nie;Omega,2000

5. Prescription for the waiting-in-line blues;Katz;Sloan Management Review,1991

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