@article{ART001088120},
author={Chong,Yu-kyeong and Ji-eun Oh and 문명원},
title={Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2006},
volume={30},
number={4},
pages={317-338}
TY - JOUR
AU - Chong,Yu-kyeong
AU - Ji-eun Oh
AU - 문명원
TI - Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters
JO - Journal of Tourism Sciences
PY - 2006
VL - 30
IS - 4
PB - The Tourism Sciences Society Of Korea
SP - 317
EP - 338
SN - 1226-0533
AB - 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.
KW -
DO -
UR -
ER -
Chong,Yu-kyeong, Ji-eun Oh and 문명원. (2006). Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters. Journal of Tourism Sciences, 30(4), 317-338.
Chong,Yu-kyeong, Ji-eun Oh and 문명원. 2006, "Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters", Journal of Tourism Sciences, vol.30, no.4 pp.317-338.
Chong,Yu-kyeong, Ji-eun Oh, 문명원 "Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters" Journal of Tourism Sciences 30.4 pp.317-338 (2006) : 317.
Chong,Yu-kyeong, Ji-eun Oh, 문명원. Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters. 2006; 30(4), 317-338.
Chong,Yu-kyeong, Ji-eun Oh and 문명원. "Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters" Journal of Tourism Sciences 30, no.4 (2006) : 317-338.
Chong,Yu-kyeong; Ji-eun Oh; 문명원. Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters. Journal of Tourism Sciences, 30(4), 317-338.
Chong,Yu-kyeong; Ji-eun Oh; 문명원. Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters. Journal of Tourism Sciences. 2006; 30(4) 317-338.
Chong,Yu-kyeong, Ji-eun Oh, 문명원. Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters. 2006; 30(4), 317-338.
Chong,Yu-kyeong, Ji-eun Oh and 문명원. "Impacts of Customer Perception of Waiting Time on Customer Service Satisfaction and Intention to Leave on Restaurant Service Encounters" Journal of Tourism Sciences 30, no.4 (2006) : 317-338.
