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| Author: | Tom, G. Lucey, S. |
| Title: | Waiting time delays and customer satisfaction in supermarkets |
| Journal: | Journal of Services Marketing
1995 : VOL. 9:5, p. 20-29 |
| Index terms: | RETAILING SUPERMARKETS CUSTOMERS |
| Language: | eng |
| Abstract: | The present article describes a laboratory study which tested the effects of customer attirbutions 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. The paper concludes that customer satisfaction is dependent not only on the perceived waiting time. |
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