Noone, Breffni M.; Kimes, Sheryl E.; Mattila, Anna S.; … - In: Journal of Service Management 20 (2009) 4, pp. 380-403
Purpose – Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While...
