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Titolo:
HOW DOES WAITING DURATION INFORMATION INFLUENCE CUSTOMERS REACTIONS TO WAITING FOR SERVICES
Autore:
HUI MK; ZHOU LX;
Indirizzi:
CHINESE UNIV HONG KONG,DEPT MKT SHATIN NT HONG KONG UNIV GUELPH GUELPH ON N1G 2W1 CANADA
Titolo Testata:
Journal of applied social psychology
fascicolo: 19, volume: 26, anno: 1996,
pagine: 1702 - 1717
SICI:
0021-9029(1996)26:19<1702:HDWDII>2.0.ZU;2-6
Fonte:
ISI
Lingua:
ENG
Soggetto:
PERCEIVED CONTROL; PERSONAL CONTROL; VALIDITY; DENSITY; STRESS;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
Citazioni:
25
Recensione:
Indirizzi per estratti:
Citazione:
M.K. Hui e L.X. Zhou, "HOW DOES WAITING DURATION INFORMATION INFLUENCE CUSTOMERS REACTIONS TO WAITING FOR SERVICES", Journal of applied social psychology, 26(19), 1996, pp. 1702-1717

Abstract

Waiting duration information (i.e., how long customers are expected to wait) is commonly provided by service organizations as a means to reduce customers' dissatisfaction with wailing. Results obtained from anexperimental study indicate that the information has no effect on perceived waiting duration (how long subjects believe they have waited), On the other hand, with the information, subjects appear to maintain asense Of control during the wait, which in turn affects service quality judgment, directly or indirectly through acceptability of perceivedwaiting duration.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 11/07/20 alle ore 06:46:16