TY  - JOUR
AB  - 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.
VL  - 9
IS  - 5
SN  - 0887-6045
DO  - 10.1108/08876049510100281
UR  - https://doi.org/10.1108/08876049510100281
AU  - Tom Gail
AU  - Lucey Scott
PY  - 1995
Y1  - 1995/01/01
TI  - Waiting time delays and customer satisfaction in supermarkets
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 20
EP  - 29
Y2  - 2024/04/24
ER  -