A framework for evaluating the customer wait experience

摘要: Purpose – The purpose of this paper is to propose and test a model which defines the psychological processes that mediate relationship between perceived wait duration (PWD) satisfaction. This will provide framework for evaluating impact situational environmental variables in servicescape on customer reaction experience.Design/methodology/approach approach included one field study two laboratory experiments subjects participated service with pre‐process evaluated their experience survey.Findings Perceived wasted time, control, boredom, neglect mediated PWD evaluation. When tested using filled versus unfilled time as variable, showed having something do during decreased resulting more positive experience.Research limitations/implications services used paper...