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Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2006, 30(4), pp.317-338
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

Chong,Yu-kyeong 1 Ji-eun Oh 2 문명원 3

1세종대학교
2한세대학교
3세종대학교 대학원

Accredited

ABSTRACT

Waiting time could not be eliminated entirely from all service operations and the perception of waiting time is particularly important when customers feel time-pressured. Authors' paper in this sense is to study how caring for and utilizing customer waiting time at restaurant service encounters impact the customer's perception of waiting time, and how they relate to customer's emotional response, acceptable length of waiting time, service satisfaction and intention to leave the service place. The results of this study have significant implications for both theory and practice.

Citation status

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