Zourrig, Haithem; Chebat, Jean‐Charles - In: International Journal of Quality and Service Sciences 1 (2009) 2, pp. 145-159
Purpose – The purpose of this paper is to discuss the effect of social exchanges between customers that may occur in a queue, on the waiting experience's evaluation and its implication for the customer service management. Design/methodology/approach – Extant literature on social exchanges...