Since consumers feel that time is becoming an increasingly scarcer resource, service organizations are also becoming increasingly sensitive to the economical and psychological costs which they impose on their clients in waiting lines. Reports a study aimed at examining the relations between two...

Suggests that while businesses have made great efforts to reduce the length of time customers wait for service, little attention has been paid to the actual experience of waiting. Argues that the final service encounter is crucial for reinforcing customers′ performance expectations. Suggests...