TY  - JOUR
AB  - 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.
VL  - 4
IS  - 1
SN  - 0887-6045
DO  - 10.1108/EUM0000000002506
UR  - https://doi.org/10.1108/EUM0000000002506
AU  - Davis Mark M.
AU  - Vollmann Thomas E.
PY  - 1990
Y1  - 1990/01/01
TI  - A Framework for Relating Waiting Time and Customer
Satisfaction in a Service Operation
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 61
EP  - 69
Y2  - 2024/04/16
ER  -