Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

The Impact of Waiting in Line on Consumers

The Impact of Waiting in Line on Consumers Since consumers feel that time is becoming an increasingly scarcerresource, service organizations are also becoming increasingly sensitiveto the economical and psychological costs which they impose on theirclients in waiting lines. Reports a study aimed at examining therelations between two variables which are controllable by banks i.e.service interruption and clients participation in the service processupon the perceived time spent in waiting lines, clients mood andperceived service quality. Results show that individuals who find thewaiting time unacceptable have a very significantly lowermood and perceived the service as being of lower quality. Concludes thatperceived waiting time can be modified through managerially controllablevariables which also influence strategically important variables such asclient mood and perceived service quality. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

The Impact of Waiting in Line on Consumers

Loading next page...
 
/lp/emerald-publishing/the-impact-of-waiting-in-line-on-consumers-L39DUyTwgc
Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0265-2323
DOI
10.1108/02652329310025938
Publisher site
See Article on Publisher Site

Abstract

Since consumers feel that time is becoming an increasingly scarcerresource, service organizations are also becoming increasingly sensitiveto the economical and psychological costs which they impose on theirclients in waiting lines. Reports a study aimed at examining therelations between two variables which are controllable by banks i.e.service interruption and clients participation in the service processupon the perceived time spent in waiting lines, clients mood andperceived service quality. Results show that individuals who find thewaiting time unacceptable have a very significantly lowermood and perceived the service as being of lower quality. Concludes thatperceived waiting time can be modified through managerially controllablevariables which also influence strategically important variables such asclient mood and perceived service quality.

Journal

International Journal of Bank MarketingEmerald Publishing

Published: Feb 1, 1993

There are no references for this article.