The relationship between non-queue, pre-process waiting time and service satisfaction

Publication Type:
Journal Article
International Journal of Services, Technology and Management, 2005, 6 (1), pp. 91 - 100
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Pre-process, non-queue waiting in service situations is examined to determine its relationship with service satisfaction, using a double disconfirmation model. Three distinct time-related constructs of waiting are utilised: actual, expected and perceived pre-process waiting time. Results of two technology-based experiments that varied actual pre-process waiting time and managed expected pre-process waiting time confirmed the waiting time disconfirmation process and demonstrated a causal effect of that process on overall service perception. Implications for technology environments such as the web are explored. Copyright © 2005 Inderscience Enterprises Ltd.
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