The relationship between non-queue, pre-process waiting time and service satisfaction
by R. Susan Ellis, Lester W. Johnson, Siegfried P. Gudergan
International Journal of Services Technology and Management (IJSTM), Vol. 6, No. 1, 2005

Abstract: 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.

Online publication date: Mon, 21-Mar-2005

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