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Waiting time delays and customer satisfaction in supermarkets

Gail Tom (Based at the School of Business Administration, California State University at Sacramento, Sacramento, California, USA.)
Scott Lucey (Based at the School of Business Administration, California State University at Sacramento, Sacramento, California, USA.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 December 1995

Abstract

Describes a laboratory study which tested the effect of customer attributions 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. Concludes that customer satisfaction/dissatisfaction is dependent not only on the perceived waiting time, but also on the customer identification of the causes, as well as the stability and control of the causes.

Keywords

Citation

Tom, G. and Lucey, S. (1995), "Waiting time delays and customer satisfaction in supermarkets", Journal of Services Marketing, Vol. 9 No. 5, pp. 20-29. https://doi.org/10.1108/08876049510100281

Publisher

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MCB UP Ltd

Copyright © 1995, MCB UP Limited