A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation

Abstract

Introduces a framework for integrating the operations management and marketing approaches within a service operation. Focuses on customer satisfaction with waiting time, with the aim of providing improved satisfaction for a given level of resources. Provides an application of this methodology by presenting an example in the fast food industry. Concludes with suggestions for extending such a framework to other service organizations.

Citation

Davis, M.M. and Vollmann, T.E. (1990), "A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation", Journal of Services Marketing, Vol. 4 No. 1, pp. 61-69. https://doi.org/10.1108/EUM0000000002506