search query: @indexterm SERVICE QUALITY / total: 221
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| Author: | Nie, W. |
| Title: | Waiting: integrating social and psychological perspectives in operations management |
| Journal: | Omega
2000 : DEC, VOL. 28:6, p. 611-629 |
| Index terms: | Operations management Psychology Customers Service quality Stress Theories Time |
| Language: | eng |
| Abstract: | Waiting is an inescapable part of modern life, it causes inconvenience and reduces productivity and adds stress and frustration. This paper provides a conceptual framework which identifies social and psychological factors that affect perceptions of waiting. The framework enables service managers to rethink operational issues such as service delivery. |
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