WAITING IN SERVICE ENVIRONMENTS: INVESTIGATING THE ROLE OF PREDICTED VALUE, WAIT DISCONFIRMATION, AND PROVIDERS' ACTIONS IN CONSUMERS' SERVICE EVALUATIONS
Management of consumer waiting experiences is critical for practitioners in that unpleasant waiting experiences may result in negative service evaluations. This study focused on consumers' queue waits during the pre-process phase of waiting experiences, i.e., before services are received, and...
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| Language: | EN |
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The University of Arizona.
2005
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| Online Access: | http://hdl.handle.net/10150/195233 |