Waiting time delays and customer satisfaction in supermarkets

Waiting time delays and customer satisfaction in supermarkets Describes a laboratory study which tested the effect of customer attributions on customer satisfaction, both with the checker and with the store. Tests were carried out for situations where the perceived waiting time was longer than expected, and for situations where it was shorter than expected. The findings indicated the significant effect of customer attribution. Concludes that customer satisfaction/dissatisfaction is dependent not only on the perceived waiting time, but also on the customer identification of the causes, as well as the stability and control of the causes. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Waiting time delays and customer satisfaction in supermarkets

Journal of Services Marketing, Volume 9 (5): 10 – Dec 1, 1995

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876049510100281
Publisher site
See Article on Publisher Site

Abstract

Describes a laboratory study which tested the effect of customer attributions on customer satisfaction, both with the checker and with the store. Tests were carried out for situations where the perceived waiting time was longer than expected, and for situations where it was shorter than expected. The findings indicated the significant effect of customer attribution. Concludes that customer satisfaction/dissatisfaction is dependent not only on the perceived waiting time, but also on the customer identification of the causes, as well as the stability and control of the causes.

Journal

Journal of Services MarketingEmerald Publishing

Published: Dec 1, 1995

Keywords: Customer satisfaction; Point of sale; Retail trade; Supermarkets

References

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