The Effect of Delay Type and Service Stage on Consumers' Reactions to Waiting

Hui, Michael K.; Thakor, Mrugank V.; Gill, Ravi

doi:10.1086/209522

Cited by 95 publications

(80 citation statements)

References 4 publications

(5 reference statements)

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“…Consumer's perceptions of risk involved in time related factors (in other words delivery time due to the perishability of the nature of the fashion product) and delay involved in receiving and wearing (consuming) the fashion products purchased online, resulted in negative evaluation of the apparel website. And in turn, these factors influence negatively on purchase intention of via online fashion retailer site [10] which were in line with previous findings in other settings Hui et al [11]; Taylor [12]. With the findings, we argued that online apparel retailer should pay close attention to inventory control, order fulfillment, and service recovery when the consumer expectation is not met.…”

Section: Wait Time In Online Apparel Shopping (2001-2007)supporting

confidence: 89%

Impacts of Technological Advancements on Consumer’s Decision-Making and Behavior in the Fashion Retail Industry

Kim¹

2017

JTEFT

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Section: Wait Time In Online Apparel Shopping (2001-2007)supporting

confidence: 89%

Impacts of Technological Advancements on Consumer’s Decision-Making and Behavior in the Fashion Retail Industry

Kim¹

2017

JTEFT

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“…K. Hui, M. V. Thakor and R. Gill [41] confirm from their study that the nature of the delay, in terms of whether it constitutes a threat to the successful completion of a task or not, moderates the impact of service stage on consumers' reactions to the wait. A.…”

Section: Waiting Timementioning

confidence: 70%

A review of customer satisfaction towards service quality of banking sector

Ramachandran

Vijayabanu

2012

Per. Pol. Soc. and Man. Sci.

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Service process performance of an organization should be measured continuously to achieve competitive advantage and this is possible through providing excellent service by any organization. The quality of the products or the quality of customer service determines the degree of customer satisfaction. The customer satisfaction not only means, satisfying the customers but also customer retention in case of service failure. The organization should solve the complaints through various service recovery strategies. It is mandatory to identify the impact of service failure and customer feedback for the survival, success and prosperity of an organization. The real victory of an organization is based on the degree of loyalty of the customers. This paper attempts to summarize the results of literature review on customer satisfaction towards the services of a bank from five different perspectives namely, service encounters, waiting time of the customer to get the service, role of intermediaries, quality of service provided and customer complaints towards the bank. Attraction, retention and enhancement of the customer relationship are essential to maintain, delighted and committed customers, who form the basis for the sustainable competitive position of the bank. This study can also be extended to tourism and hospitality, insurance companies, hospitals, transport corporations, railways, airlines, telecommunications, libraries and other service sectors to assess the degree of quality of service offered by them. KeywordsCustomer satisfaction · service encounters · intermediaries · quality of service · waiting time and customer complaints. AcknowledgementThe authors would like to thank anonymous referees, for their thoughtful comments and helpful suggestions for the improvement of the manuscript.

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“…An array of factors can lead to "negative waits," including anxiety, anger, uncertainty, punctuality, unoccupied time, lack of communication, or unfair treatment. Accordingly, many researchers have shifted their focus from influences on the absolute time spent waiting, such as managerial actions that speed up services (Hui, Thakor, and Gill 1998;Taylor 1994), to exploring factors that influence consumers' experience of waiting time. 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).…”

Section: From Servicescapes To Practicesmentioning

confidence: 99%