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Perceptions of waiting time in different service queues

Jones, Peter and Hwang, Jen-Li (2005) Perceptions of waiting time in different service queues Working Paper. None. (Unpublished)


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This paper investigates the extent to which there is a gap between customers' perception of waiting time compared with actual waiting times; and whether this gap varies according to service context. It also investigates a new proposition that customers’ perception of time available for the service influences their perception of wait time. A field study collected 455 actual and perceived customer waiting times in a single queue single server system from a retail grocery store, cafeteria, post office, bus stop and vegetable market. Results showed that perceptions can be significantly greater than actual waiting time across the study; there was no correlation to the service context; and perception varied inversely to the time available.

Item Type: Monograph (Working Paper)
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
Hwang, Jen-Li
Date : 2005
Depositing User : Peter Jones
Date Deposited : 10 Sep 2010 10:05
Last Modified : 16 Jan 2019 16:23

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