The relationship between non-queue, pre-process waiting time and service satisfaction

Ellis, RS; Johnson, LW; Gudergan, SP

The relationship between non-queue, pre-process waiting time and service satisfaction

Ellis, RS Johnson, LW Gudergan, SP

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Publication Type:: Journal Article
Citation:: International Journal of Services, Technology and Management, 2005, 6 (1), pp. 91 - 100
Issue Date:: 2005-06-16

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Field	Value	Language
dc.contributor.author	Ellis, RS	en_US
dc.contributor.author	Johnson, LW	en_US
dc.contributor.author	Gudergan, SP	en_US
dc.date.issued	2005-06-16	en_US
dc.identifier.citation	International Journal of Services, Technology and Management, 2005, 6 (1), pp. 91 - 100	en_US
dc.identifier.issn	1460-6720	en_US
dc.identifier.uri	http://hdl.handle.net/10453/5415
dc.description.abstract	Pre-process, non-queue waiting in service situations is examined to determine its relationship with service satisfaction, using a double disconfirmation model. Three distinct time-related constructs of waiting are utilised: actual, expected and perceived pre-process waiting time. Results of two technology-based experiments that varied actual pre-process waiting time and managed expected pre-process waiting time confirmed the waiting time disconfirmation process and demonstrated a causal effect of that process on overall service perception. Implications for technology environments such as the web are explored. Copyright © 2005 Inderscience Enterprises Ltd.	en_US
dc.relation.ispartof	International Journal of Services, Technology and Management	en_US
dc.relation.isbasedon	10.1504/IJSTM.2005.006547	en_US
dc.subject.classification	Business & Management	en_US
dc.title	The relationship between non-queue, pre-process waiting time and service satisfaction	en_US
dc.type	Journal Article
utslib.citation.volume	1	en_US
utslib.citation.volume	6	en_US
utslib.for	1503 Business and Management	en_US
utslib.for	1502 Banking, Finance and Investment	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	closed_access
pubs.issue	1	en_US
pubs.publication-status	Published	en_US
pubs.volume	6	en_US

Abstract:

Pre-process, non-queue waiting in service situations is examined to determine its relationship with service satisfaction, using a double disconfirmation model. Three distinct time-related constructs of waiting are utilised: actual, expected and perceived pre-process waiting time. Results of two technology-based experiments that varied actual pre-process waiting time and managed expected pre-process waiting time confirmed the waiting time disconfirmation process and demonstrated a causal effect of that process on overall service perception. Implications for technology environments such as the web are explored. Copyright © 2005 Inderscience Enterprises Ltd.

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http://hdl.handle.net/10453/5415