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Article
Publication date: 1 March 1998

Mark M. Davis and Janelle Heineke

The experience of waiting for service is often the first direct interaction between customers and most service delivery processes. The literature on satisfaction with waiting has…

18036

Abstract

The experience of waiting for service is often the first direct interaction between customers and most service delivery processes. The literature on satisfaction with waiting has paralleled the literature on general service satisfaction, in which the relative importance of actual performance, perceived performance, and the disconfirmation between expected performance and perceived performance has been the subject of much debate. This paper presents an empirical study of satisfaction with waiting for service in a fast food environment. The study demonstrates that actual waiting time, perceived waiting time, and the disconfirmation between expected waiting time and perceived waiting time are all related to satisfaction with the waiting experience. It further demonstrates that the relative importance of each of these variables in predicting satisfaction depends on the differences in the needs of the customers. The implications for both theory and practice are significant: the importance of the perception of the experience increases as the importance of the satisfaction measure increases. More specifically, for customers who are concerned about time, the perception of the time spent waiting is a better predictor of satisfaction than the actual waiting time.

Details

International Journal of Service Industry Management, vol. 9 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 10 August 2015

Alinda Kokkinou and David A. Cranage

The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As self…

4450

Abstract

Purpose

The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As self-service technologies are expensive and time-consuming to design and implement, service providers need to understand what drives customers to use them. Service operators have the most control over waiting lines and flexibility in expanding capacity, either by adding service employees or by adding self-service kiosks.

Design/methodology/approach

The study used online scenario-based surveys following a 4 (number of customers waiting for the self-service technology) × 4 (number of customers waiting for the service employee) design. A binary dependent variable was used to record participants’ choice of service delivery alternative.

Findings

Using logistic regression, the authors found that customers are increasingly motivated to use self-service technology as the waiting line for the service employee grows longer. This effect is influenced by perceived usefulness, anticipated quality of the self-service technology, need for interaction and technology anxiety.

Research limitations/implications

This study should be replicated in a real-world setting where actual behavior, and not only intention, can be measured.

Practical implications

The study provides guidance on how service providers can design their service to take advantage of the motivating effect of waiting lines on usage of self-service technology.

Originality/value

The present study is the first to combine a scenario-based experiment with a binary dependent variable to isolate the impact of waiting lines on the choice between using a self-service technology and using a service employee. The use of the binary dependent variable overcomes the ambiguity of extrapolating from a continuous measure of intention to draw conclusions about behavior, a binary variable.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 6
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 1 October 2002

Xiande Zhao, R.S.M. Lau and Kokin Lam

Presents an approach to optimize the service configurations of a student canteen utilizing computer simulation and a total cost function that incorporates both the cost of services

1589

Abstract

Presents an approach to optimize the service configurations of a student canteen utilizing computer simulation and a total cost function that incorporates both the cost of services and the cost of waiting. The cost of waiting is measured in terms of the impact of waiting on the customer satisfaction and the resulting changes in future repurchases. By collecting data of waiting time and customer satisfaction from a student canteen, first evaluates the impact of waiting time on customer satisfaction and future purchase frequency. Subsequently develops a simulation model to simulate the service processes and waiting line behavior at the student canteen. By varying the number of servers at the two different stages of services and calculating the total cost per customer served, the performance of the system was optimized considering both the service cost and the cost of waiting in term of its impact on future purchases. The approach presented can be used with modification in designing service configurations for a variety of service organizations.

Details

International Journal of Service Industry Management, vol. 13 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 25 June 2020

Kaat De Pourcq, Katrien Verleye, Bart Larivière, Jeroen Trybou and Paul Gemmel

Focal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study…

Abstract

Purpose

Focal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study investigates how customers' outsourcing decisions affect the formation of the waiting experience with the focal service provider, by which the objective waiting time, environmental quality and interactional quality act as focal drivers.

Design/methodology/approach

To test our hypotheses in the context of cancer care, we gathered process data and experience data by means of a patient observation template (n = 640) and a patient survey (n = 487). The combined data (n = 377) were analyzed using Bayesian models.

Findings

This study shows that opting for a service triad (i.e. outsourcing non-core services to a third party) deduces customers' attention away from the objective waiting time with the focal service provider but not from the environmental and interactional quality offered by the focal service provider. When the type of service triad coordination is considered, we observe similar effects for a focal service provider-coordinated service triad while in a customer-coordinated service triad the interactional quality is the sole experience driver of waiting experiences that remains significant.

Originality/value

By investigating the implications of customer participation in the decision-making about outsourcing parts of the service delivery process to third parties, this research contributes to the service design, service triad and service operations literature. Specifically, this study shows that customer outsourcing decisions impact waiting experience formation with the focal service provider.

Details

Journal of Service Management, vol. 32 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 26 September 2019

Yu Zhang and Bing-Jia Shao

The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived…

1217

Abstract

Purpose

The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived service-entry waiting time (PSWT) influences their first impression of service staff and satisfaction in the context of online service. Furthermore, the moderating effect of three information formats (formal, informal and hybrid) of opening remark on the relationship between PSWT and first impression, and the moderating effect of perceived in-service waiting time (PIWT) on the relationship between first impression and customer satisfaction are investigated.

Design/methodology/approach

Two studies were used to verify the research model. First, an experiment on prepurchase consulting services for cruise tourism products was designed, and 810 Chinese individuals have participated. Second, 20 interviews with e-commerce practitioners in China were conducted.

Findings

The results show that, first, PSWT negatively influences customers’ first impression of service staff. Second, customers prefer the hybrid format to present opening remarks, which not only conveys the respect of the staff but also fosters a relationship. Third, in-service waits are equally as important as service-entry waits in online service. When PIWT is longer, the positive influence of first impression on customer satisfaction is weakening, resulting in lower customer satisfaction.

Practical implications

This study provides suggestions for online service enterprises to minimize the negative impact of waiting time and improve customer satisfaction through waiting time management.

Originality/value

This study provides a new perspective for exploring the mechanism of waiting time on customer satisfaction in online service context, and extends previous research related to waiting time by exploring the influence of waiting time in multiple service stages and expression modes of service staff.

Details

Journal of Service Theory and Practice, vol. 29 no. 5/6
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 1 July 2005

L.T. Wong and C.L. Yau

To quantify water closet (WC) provisions in shopping malls in order to help building professionals to determine effective sanitary designs at certain service standards in terms of…

Abstract

Purpose

To quantify water closet (WC) provisions in shopping malls in order to help building professionals to determine effective sanitary designs at certain service standards in terms of the user's probable waiting time.

Design/methodology/approach

The proposed WC provision takes account of the probable waiting time corresponding to certain demand patterns of shopping malls. The probable waiting time for a WC and the failure rate of the closet in providing immediate service to the users at various WC provision levels described by a simple queuing process are evaluated by the Monte Carlo simulations. Model parameters such as the maximum waiting time expected by the users, the frequency distributions of the time between user arrivals and the service time at sanitary facilities were determined from a survey of a large shopping mall in Hong Kong.

Findings

The suitable provision of WCs was determined by the user's acceptable waiting time, and compared with those provision levels determined by the limiting failure rate of providing immediate service.

Research limitations/implications

The model parameters are not exhaustive, with assumptions made for the queuing process of washroom users and have only been determined from a recent survey in Hong Kong, which perhaps will limit the model's usefulness elsewhere.

Practical implications

A useful source of reference in planning the sanitary facilities of shopping malls for various user demands. The methodology can be used in a modified form for most building types.

Originality/value

This paper proposes mathematical expressions for WC provision in shopping malls and presents a template to determine the required model parameters. The model offers practical help to professionals involved in planning, designing and managing the sanitary facilities of shopping malls.

Details

Facilities, vol. 23 no. 9/10
Type: Research Article
ISSN: 0263-2772

Keywords

Article
Publication date: 14 June 2023

Rebecca Baxter, Gregg H. Rawlings, Luke Yates and Nigel Beail

Measures introduced to mitigate the spread of coronavirus-19 (COVID-19) may have contributed to an increase in waiting times for face-to-face psychological treatments. As adults…

Abstract

Purpose

Measures introduced to mitigate the spread of coronavirus-19 (COVID-19) may have contributed to an increase in waiting times for face-to-face psychological treatments. As adults with intellectual disabilities (ID) are more likely to encounter barriers when accessing remote therapies, it is important they receive appropriate support while waiting. To understand what care is needed, this service evaluation [aimed to] explored the experiences of service users with ID who have waited for treatment during the pandemic.

Design/methodology/approach

Seven individuals who had been waiting for psychological therapy during the COVID-19 pandemic, which included those waiting longer than the national health service target of 18 weeks, were interviewed. Data were analysed using framework analysis.

Findings

The following four key themes were identified: waiting has been “painful”, related to how service users continued to experience difficulties whilst they waited; tolerating the wait, highlighted that individuals understood the reasons for waiting; use of coping strategies where service users identified both internal and external strategies they had used to cope; and support and contact from the learning disability team, related to how individuals experienced the support they received from the service.

Originality/value

To the best of the authors’ knowledge, this service evaluation is the first to explore the experiences of service users with ID waiting for psychological therapy during the Covid-19 pandemic. Results guide suggestions on improving support whilst they are waiting to help prevent further decline.

Details

Advances in Mental Health and Intellectual Disabilities, vol. 17 no. 3
Type: Research Article
ISSN: 2044-1282

Keywords

Article
Publication date: 3 June 2020

Bahar Tasar, Keti Ventura and Ural Gokay Cicekli

The purpose of this paper is to investigate the effects of capacity decisions regarding the number of servers/chefs and tables on identifying a change in the number of wait

1351

Abstract

Purpose

The purpose of this paper is to investigate the effects of capacity decisions regarding the number of servers/chefs and tables on identifying a change in the number of wait-related anxious customers, customer losses and customers served to meet the waiting time standards of an actual upscale restaurant.

Design/methodology/approach

The authors applied a simulation model to present the consequences of restaurant capacity decisions based on waiting time standards. Arena Simulation Software, licensed by Rockwell Automation, was used for modeling and identifying distributions of the data set provided by the restaurant. An experiment was designed for an upscale restaurant with existing five servers/chefs and 50 tables by changing these resources to measure the changes in customers' wait-related anxiety and other service performance indicators.

Findings

The results showed that an additional server/chef on weekends decreases the daily average number of anxious customers by nearly 33% and increases the daily average number of customers served by nearly 3% and has a little positive effect of decreasing customer losses. Table insertion for high- and low-requested seating areas had an only positive effect on decreasing customer losses.

Originality/value

In this study, the service capacity is dependent on waiting time, and it is addressed to study the relationship with customers' wait-related anxiety, which is a subjective metric. This study developed a point of view for identifying anxious customers whose waiting times are much longer than their cooking and delivery duration expectations regarding their meal preferences in the cooking stage and waiting experiences in the service entry.

Details

British Food Journal, vol. 122 no. 9
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 1 June 2004

Agnes K.Y. Law, Y.V. Hui and Xiande Zhao

Although customer satisfaction and loyalty have attracted a lot of attention in service management research, relatively few studies have examined the impact of waiting time and…

17606

Abstract

Although customer satisfaction and loyalty have attracted a lot of attention in service management research, relatively few studies have examined the impact of waiting time and service quality on customer satisfaction and repurchase frequency. In this study, we model the relationships between customer satisfaction, repurchase frequency, waiting time and other service quality factors in fast food outlets. The results indicate that waiting time and other service factors such as staff attitude, environment, seat availability and food quality significantly influence the customers’ return frequency. Results also show that waiting time, staff attitude, food quality and food variety all significantly affect customer satisfaction. It is also found that the significance of the relationship depends on the timing of the visits. These models will help managers to understand the critical factors that influence customer loyalty and satisfaction in the fast food industry and help them make improvements accordingly.

Details

International Journal of Quality & Reliability Management, vol. 21 no. 5
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 3 May 2013

Nathalie T.M. Demoulin and Souad Djelassi

This study aims to examine the effect of situational factors, related to transactions and waiting, on customers' cognitive and affective responses to service delivery time…

2435

Abstract

Purpose

This study aims to examine the effect of situational factors, related to transactions and waiting, on customers' cognitive and affective responses to service delivery time, including their service evaluations.

Design/methodology/approach

A web‐based survey included customers of an online credit company.

Findings

The authors' results demonstrate that disconfirmation influences cognitive but not affective responses. Both transaction importance and opportunity waiting cost influence wait acceptability, and transaction importance moderates the relationship between disconfirmation and wait acceptability. Delivery time worry and transaction worry increase negative affective responses; affective and cognitive responses then determine service evaluation. Opportunity waiting costs increase the positive effect of wait acceptability on service evaluation.

Research limitations/implications

The main limitations pertain to the small sample size and the restriction of the survey to customers of only one financial company.

Practical implications

The derived guidelines suggest how banks can improve service evaluations by modifying consumer time expectations, as well as reducing opportunity waiting cost, delivery time worry, and transaction worry.

Originality/value

The conceptualization of service delivery time refers to waiting outside the company's premises, as opposed to in‐line waiting on company premises. This study considers the influence of situational factors, such as transaction importance, transaction worry, waiting cost, and delivery time worry, on customers' reactions to service delivery time in the context of online banking services.

Details

International Journal of Retail & Distribution Management, vol. 41 no. 6
Type: Research Article
ISSN: 0959-0552

Keywords

1 – 10 of over 40000