Impact of process change on customer perception of waiting time: a field study
Studies in process change have focused on the improvement of operational performance measures such as the actual waiting time of a service system. However, process redesign may not only change the actual waiting time but also have significant impact on perceived waiting time. We examine how process...
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Veröffentlicht in: | Omega (Oxford) 2004-02, Vol.32 (1), p.77-83 |
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Format: | Artikel |
Sprache: | eng |
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