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| Author: | Baker, J. Cameron, M. |
| Title: | The effects of the service environment on affect and consumer perception of waiting time: an integrative review and research propositions |
| Journal: | Journal of the Academy of Marketing Science
1996 : FALL, VOL. 24:4, p. 338-349 |
| Index terms: | MARKETING CONSUMERS ENVIRONMENT |
| Language: | eng |
| Abstract: | The management of buyers' perceptions of waiting time by service businesses may be critical to customer satisfaction indeed. Although reducing actual waiting time is important, what managers view as a short time to wait may feel too long to customers. Relevant literature from architecture, environmental psychology, psychology, physiology, operations management, sociology, and marketing is integrated to build a conceptual model of how the service environment may influence affect and, in turn, waiting time perception. |
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