Wei, Shuqin; Ang, Tyson; Anaza, Nwamaka A. - In: Journal of Service Management 30 (2019) 1, pp. 23-47
Purpose: Crowding in service environments is a constant concern for many firms due to the negative consequences it has on consumers and companies alike. Yet, scant empirical research exists on firm-generated initiatives aimed at improving customer service experiences in crowded situations. The...