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.
International Journal of Bank Marketing – Emerald Publishing
Published: Feb 1, 1993