Demoulin, Nathalie T.M.; Djelassi, Souad - In: International Journal of Retail & Distribution Management 41 (2013) 6, pp. 442-460
Purpose – This study aims to examine the effect of situational factors, related to transactions and waiting, on customers' cognitive and affective responses to service delivery time, including their service evaluations. Design/methodology/approach – A web‐based survey included customers of...