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 signi"cant impact on perceived waiting time. We examine how process c...

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Bibliographic Details
Main Authors: Luo, Wenhong., Liberatore, Matthew J., Nydick, Robert L., Chung, Q. B., Sloane, Elliot.
Format: Villanova Faculty Authorship
Published: 2003
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