Waiting in multi-stage services: an exploration across service industries

Autor: Ronald S.J. Tuninga, Cees J. Gelderman, Dennis Von Bergh, Paul Ghijsen

Publikováno v: Von Bergh, D, Ghijsen, P W T, Gelderman, C & Tuninga, R S J 2015, ' Waiting in multi-stage services: an exploration across service industries ', International Journal of Business and Globalisation, vol. 14, no. 2, pp. 187-207 . https://doi.org/10.1504/IJBG.2015.067435

This field study explores the relative importance of waiting time perception with waits before, during and following the actual service delivery in three multi–stage services. Data were collected in various service settings, i.e., in restaurants, a

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::cdb9299bb21ba819fe4447e8aaffa868
https://doi.org/10.1504/ijbg.2015.067435