Aligning waiting management decisions with service demand context to improve perceived service quality
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Date
2015Author
Mwaniki, Phides W
Okwiri, Owino A
Language
enMetadata
Show full item recordAbstract
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 service
quality. Three factors are identified that could influence the perceived service quality namely, ser
vice demand
conte
xt, the queue management approach and the perceived waiting time. Relationships are proposed that
constitute potential control points for achieving a high perceived service quality
Citation
Mwaniki, Phides W and Okwiri, Owino A(2015).Aligning waiting management decisions with service demand context to improve perceived service quality. International journal of humanities and social science, 6(1); pp. 43-108Publisher
University of Nairobi
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