What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation

Hui, Michael K.; Tse, David K.

doi:10.2307/1251932

Cited by 324 publications

(356 citation statements)

References 25 publications

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“…Several empirical researches support that customers' emotions during the service failure and recovery process have an impact on their evaluation of their overall experience (e.g. Dubé and Maute, 1996;Hui and Tse, 1996). More specifically, empirical results show that emotions have an impact on customers' satisfaction with the service recovery and mediate the impact of the cognitive evaluations of justice on satisfaction (e.g.…”

Section: Emotions' Role In Customers' Experience Evaluationmentioning

confidence: 96%

Emotions' Impact On Tourists' Satisfaction with Ski Resorts: The Mediating Role of Perceived Value

Bonnefoy-Claudet

Ghantous

2013

Journal of Travel & Tourism Marketing

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and peacefulness -and a strong mediating role of overall perceived value between consumption emotions and satisfaction. Emotions related to "surprise" play no significant role in the evaluation of the ski resort experience. The present findings suggest that managers should focus on staging customers' stay at the resort to stimulate an emotional experience and position their packages based on the promise of such emotional experiences.

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Section: Emotions' Role In Customers' Experience Evaluationmentioning

confidence: 96%

Emotions' Impact On Tourists' Satisfaction with Ski Resorts: The Mediating Role of Perceived Value

Bonnefoy-Claudet

Ghantous

2013

Journal of Travel & Tourism Marketing

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“…It also allows them to plan the use of their time while waiting. M. K. Hui and D. K. Tse [42] suggested that it may be more positive to let people know how their place in line is changing than to let them know how much time remains before they will be served. They conclude that people prefer to see or sense that the line is moving rather than to watch the clock.…”

Section: Waiting Timementioning

confidence: 99%

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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“…Prior literature has explored psychological responses to waiting and has generally found that people are happier and waiting seems less onerous when people are kept informed of why they are waiting and how long the wait will last (Hui and Tse 1996). Given these ndings, it seems almost trivial that it is bene cial to provide waiting customers with as much information as possible 1 about the wait.…”

Section: Introductionmentioning

confidence: 99%

Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department

2015

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We study queue abandonment from a hospital emergency department. We show that abandonment is not only in uenced by wait time, but also by the queue length and the observable queue ows during the waiting exposure. For example, observing an additional person in the queue or an additional arrival to the queue leads to an increase in abandonment probability equivalent to a fteen minute or nine minute increase in wait time respectively. We also show that patients are sensitive to being "jumped" in the line and that patients respond di erently to people more sick and less sick moving through the system. This customer response to visual queue elements is not currently accounted for in most queuing models. Additionally, to the extent the visual queue information is misleading or does not lead to the desired behavior, managers have an opportunity to intervene by altering what information is available to waiting customers.

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What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation

Cited by 324 publications

References 25 publications

Emotions' Impact On Tourists' Satisfaction with Ski Resorts: The Mediating Role of Perceived Value

Emotions' Impact On Tourists' Satisfaction with Ski Resorts: The Mediating Role of Perceived Value

A review of customer satisfaction towards service quality of banking sector

Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department

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