Browsing Journal Articles by Subject "Waiting Time, Queue Management, Perceived Service Quality, Serv ice Operations, Service Capacity, Services cape"
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Aligning waiting management decisions with service demand context to improve perceived service quality (University of Nairobi, 2015)Waiting in services is inevitable due to their nature. Service organizations see keeping customers waiting as a potential competitive problem. A position in this paper is that the focus should rather be on the pe rceived ...