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| Tekijä: | Anderson, B.B. Brodowsky, G. |
| Otsikko: | A cross-cultural study of waiting as a satisfaction driver in selected service encounters |
| Lehti: | Journal of East-West Business
2001 : VOL. 7:1, p. 11-36 |
| Asiasana: | Customers Consumer satisfaction Culture Service |
| Kieli: | eng |
| Tiivistelmä: | Waiting is a source of frustration for most time-pressed consumers who often complain about waiting for services. While many different aspects of waiting have been studied, the reported research looks at waiting and its saliency in customer satisfaction across three cultures (countries: Thailand, Mexico, United States (USA) in three different service-consuming situations. The results indicate that waiting is a satisfaction driver. How ever, the dimension of waiting that is salient tends to vary across cultures and situations. |
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