“…These aspects include customer entertainment (Katz et al 1991), service convenience (Berry, Seiders, and Grewal 2002), mental wait-management strategies (Miller, Kahn, and Luce 2008), information about the length of or reasons for waiting (Hui and Tse 1996;Hui, Tse, and Zhou 2006), or various aspects of physical and atmospheric design (Baker and Cameron 1996;Bitner 1992). For example, olfactory cues such as a pleasurable scent (Spangenberg, Crowley, and Henderson 1996) or background music (Hui, Dubé, and Chebat 1997;Knoferle et al 2012;Milliman 1982Milliman , 1986Oakes 2003) can enhance shoppers' subjective experiences, increase lingering time in stores, and reduce the perception of waiting time.…”