Hating to Wait: Managing the Final Service Encounter

Abstract

Suggests that while businesses have made great efforts to reduce the length of time customers wait for service, little attention has been paid to the actual experience of waiting. Argues that the final service encounter is crucial for reinforcing customers′ performance expectations. Suggests that the expectations and perceptions of customers influence their actual experience of waiting at the point of sale. Offers hints on improving customers′ waiting experiences.

Citation

Haynes, P.J. (1990), "Hating to Wait: Managing the Final Service Encounter", Journal of Services Marketing, Vol. 4 No. 4, pp. 20-26. https://doi.org/10.1108/EUM0000000002522