Waiting time delays and customer satisfaction in supermarkets
Abstract
Describes a laboratory study which tested the effect of customer attributions on customer satisfaction, both with the checker and with the store. Tests were carried out for situations where the perceived waiting time was longer than expected, and for situations where it was shorter than expected. The findings indicated the significant effect of customer attribution. Concludes that customer satisfaction/dissatisfaction is dependent not only on the perceived waiting time, but also on the customer identification of the causes, as well as the stability and control of the causes.
Keywords
Citation
Tom, G. and Lucey, S. (1995), "Waiting time delays and customer satisfaction in supermarkets", Journal of Services Marketing, Vol. 9 No. 5, pp. 20-29. https://doi.org/10.1108/08876049510100281
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited