Blar i Vitenskapelige publikasjoner fra Institutt for markedsføring på tidsskrift "Journal of Retailing"
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The Clock is Ticking—Or Is It? Customer Satisfaction Response to Waiting Shorter vs. Longer than Expected During a Service Encounter
(Peer reviewed; Journal article, 2023)Customer waits are commonplace in retail settings. To develop efficient wait management strategies, retailers need insights into how customers respond to waiting during service encounters. An intuitive insight supported ...