Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that...

Against the changing perceptions of the nature of the customer experience in museums, this article seeks to explore aspects of the total customer experience in museums, initially through two simple case studies, and subsequently by identifying some of the factors that might influence the...