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The Impact of Waiting Time Guarantees on Customers' Waiting Experiences

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  1. Anouar El Haji & Sander Onderstal, 2019. "Trading places: An experimental comparison of reallocation mechanisms for priority queuing," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 28(4), pages 670-686, November.
  2. Marlin W. Ulmer & Barrett W. Thomas, 2019. "Enough Waiting for the Cable Guy—Estimating Arrival Times for Service Vehicle Routing," Transportation Science, INFORMS, vol. 53(3), pages 897-916, May.
  3. Antonides, G. & Verhoef, P.C., 2000. "Consumer Perception and Evaluation of Waiting Time," ERIM Report Series Research in Management ERS-2000-35-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  4. Yulin Liu & Yuxuan Lu & Kartik Nayak & Fan Zhang & Luyao Zhang & Yinhong Zhao, 2022. "Empirical Analysis of EIP-1559: Transaction Fees, Waiting Time, and Consensus Security," Papers 2201.05574, arXiv.org, revised Apr 2023.
  5. Ruth N. Bolton & Katherine N. Lemon & Matthew D. Bramlett, 2006. "The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers," Management Science, INFORMS, vol. 52(12), pages 1811-1823, December.
  6. Ruomeng Cui & Meng Li & Qiang Li, 2020. "Value of High-Quality Logistics: Evidence from a Clash Between SF Express and Alibaba," Management Science, INFORMS, vol. 66(9), pages 3879-3902, September.
  7. Vinita Kaura & Ch. S. Durga Prasad & Sourabh Sharma, 2013. "Customer Perception of Service Convenience: A Comparison between Public and New Private Sector Banks," Global Business Review, International Management Institute, vol. 14(3), pages 529-547, September.
  8. Ma, Jun & Nault, Barrie R. & Tu, Yiliu (Paul), 2023. "Customer segmentation, pricing, and lead time decisions: A stochastic-user-equilibrium perspective," International Journal of Production Economics, Elsevier, vol. 264(C).
  9. Caruelle, Delphine & Lervik-Olsen, Line & Gustafsson, Anders, 2023. "The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter," Journal of Retailing, Elsevier, vol. 99(2), pages 247-264.
  10. Doll, Monika & Seebauer, Michael & Tonn, Maren, 2017. "Bargaining over waiting time in gain and loss framed ultimatum games," FAU Discussion Papers in Economics 15/2017, Friedrich-Alexander University Erlangen-Nuremberg, Institute for Economics.
  11. Weixin Shang & Liming Liu, 2011. "Promised Delivery Time and Capacity Games in Time-Based Competition," Management Science, INFORMS, vol. 57(3), pages 599-610, March.
  12. Yuan, Xuchuan & Brian Hwarng, H., 2023. "Examining the dynamics of reactive capacity allocation through a chaos lens," European Journal of Operational Research, Elsevier, vol. 308(2), pages 912-928.
  13. Caroline Tahar, 2012. "La gestion des temps et des délais : un enjeu central dans les mairies," Working Papers hal-00725523, HAL.
  14. Festjens, Anouk & Bruyneel, Sabrina & Diecidue, Enrico & Dewitte, Siegfried, 2015. "Time-based versus money-based decision making under risk: An experimental investigation," Journal of Economic Psychology, Elsevier, vol. 50(C), pages 52-72.
  15. Linda Dezso & Gergely Hajdu & Yossef Tobol, 2024. "Unexpected Waiting Corrupts," Department of Economics Working Papers wuwp358, Vienna University of Economics and Business, Department of Economics.
  16. van Ackere, Ann & Haxholdt, Christian & Larsen, Erik R., 2013. "Dynamic capacity adjustments with reactive customers," Omega, Elsevier, vol. 41(4), pages 689-705.
  17. Harish Guda & Milind Dawande & Ganesh Janakiraman, 2023. "The economics of process transparency," Production and Operations Management, Production and Operations Management Society, vol. 32(6), pages 1812-1829, June.
  18. Arora, Swapan Deep & Mathur, Sameer, 2020. "Effect of airline choice and temporality on flight delays," Journal of Air Transport Management, Elsevier, vol. 86(C).
  19. Zhennan Yuan & Jin Qin & Xiaoming Yan & Yugang Yu, 2022. "Compensation policy for delivery delay in online retailing," Operational Research, Springer, vol. 22(4), pages 3869-3900, September.
  20. Dutta, Sujay & Banerjee, Somak & Johnson, Aaron & Biswas, Abhijit, 2022. "Overcoming the challenge of low familiarity: Can a weakly familiar brand signal quality with exceptionally strong warranty?," Journal of Business Research, Elsevier, vol. 141(C), pages 737-754.
  21. Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
  22. Kumar, Piyush & Dada, Maqbool, 2021. "Investigating the impact of service line formats on satisfaction with waiting," International Journal of Research in Marketing, Elsevier, vol. 38(4), pages 974-993.
  23. Baohong Sun, 2006. "—Technology Innovation and Implications for Customer Relationship Management," Marketing Science, INFORMS, vol. 25(6), pages 594-597, 11-12.
  24. Pengfei Guo & Paul Zipkin, 2007. "Analysis and Comparison of Queues with Different Levels of Delay Information," Management Science, INFORMS, vol. 53(6), pages 962-970, June.
  25. Borges, Adilson & Herter, Márcia Maurer & Chebat, Jean-Charles, 2015. "“It was not that long!†: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 96-106.
  26. Nie, Winter, 2000. "Waiting: integrating social and psychological perspectives in operations management," Omega, Elsevier, vol. 28(6), pages 611-629, December.
  27. Dezsîo, Linda & Hajdu, Gergely & Tobol, Yossef, 2024. "Unexpected waiting corrupts," Research Papers 26, EcoAustria – Institute for Economic Research.
  28. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  29. Ken Butcher & Asad Kayani, 2008. "Waiting for service: modelling the effectiveness of service interventions," Service Business, Springer;Pan-Pacific Business Association, vol. 2(2), pages 153-165, June.
  30. Qiuping Yu & Yiming Zhang & Yong-Pin Zhou, 2022. "Delay Information in Virtual Queues: A Large-Scale Field Experiment on a Major Ride-Sharing Platform," Management Science, INFORMS, vol. 68(8), pages 5745-5757, August.
  31. Liberopoulos, George & Tsikis, Isidoros & Delikouras, Stefanos, 2010. "Backorder penalty cost coefficient "b": What could it be?," International Journal of Production Economics, Elsevier, vol. 123(1), pages 166-178, January.
  32. Gad Allon & Achal Bassamboo, 2011. "The Impact of Delaying the Delay Announcements," Operations Research, INFORMS, vol. 59(5), pages 1198-1210, October.
  33. Hajdu, Gergely & Dezső, Linda & Tobol, Yossef, 2024. "Unexpected Waiting Corrupts," Department of Economics Working Paper Series 358, WU Vienna University of Economics and Business.
  34. Mamonov, Stanislav & Benbunan-Fich, Raquel, 2017. "Exploring factors affecting social e-commerce service adoption: The case of Facebook Gifts," International Journal of Information Management, Elsevier, vol. 37(6), pages 590-600.
  35. Alexander, Matthew & MacLaren, Andrew & O’Gorman, Kevin & White, Christopher, 2012. "Priority queues: Where social justice and equity collide," Tourism Management, Elsevier, vol. 33(4), pages 875-884.
  36. Caroline Tahar, 2012. "La prise en compte des temps et des délais dans les mairies : étude de la démarche d'une ville moyenne," Working Papers hal-00725522, HAL.
  37. Niu, Baozhuang & Li, Qiyang & Mu, Zihao & Chen, Lei & Ji, Ping, 2021. "Platform logistics or self-logistics? Restaurants’ cooperation with online food-delivery platform considering profitability and sustainability," International Journal of Production Economics, Elsevier, vol. 234(C).
  38. Jeffrey R. Carlson & William T. Ross & Robin A. Coulter & Adam J. Marquardt, 2019. "About time in marketing: an assessment of the study of time and conceptual framework," AMS Review, Springer;Academy of Marketing Science, vol. 9(3), pages 136-154, December.
  39. Urban, Timothy L., 2009. "Establishing delivery guarantee policies," European Journal of Operational Research, Elsevier, vol. 196(3), pages 959-967, August.
  40. Praveen K. Kopalle & Donald R. Lehmann, 2006. "Setting Quality Expectations When Entering a Market: What Should the Promise Be?," Marketing Science, INFORMS, vol. 25(1), pages 8-24, 01-02.
  41. Liu, Jian & Chen, Jian & Bo, Rui & Meng, Fanlin & Xu, Yong & Li, Peng, 2023. "Increases or discounts: Price strategies based on customers’ patience times," European Journal of Operational Research, Elsevier, vol. 305(2), pages 722-737.
  42. Oualid Jouini & Zeynep Akşin & Yves Dallery, 2011. "Call Centers with Delay Information: Models and Insights," Manufacturing & Service Operations Management, INFORMS, vol. 13(4), pages 534-548, October.
  43. S. De Man & D. Vandaele & P. Gemmel, 2004. "The waiting experience and consumer perception of service quality in outpatient clinics," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 04/229, Ghent University, Faculty of Economics and Business Administration.
  44. Krishnamurthy, Parthasarathy & Kumar, Piyush, 2002. "Self-Other Discrepancies in Waiting Time Decisions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 87(2), pages 207-226, March.
  45. Hemant K. Bhargava & Daewon Sun & Susan H. Xu, 2006. "Stockout Compensation: Joint Inventory and Price Optimization in Electronic Retailing," INFORMS Journal on Computing, INFORMS, vol. 18(2), pages 255-266, May.
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