van Riel, Allard C.R.; Semeijn, Janjaap; Ribbink, Dina; … - In: Journal of Service Management 23 (2012) 2, pp. 144-169
Purpose – In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store image dimensions, but it does play an increasingly important role in the retail experience where waits are often...
