Enjoyable queuing and waiting time
Bibliographic Data
| ID | 4356328 |
|---|---|
| Authors | Chih-Chin Liang, Chih‐chin Liang (0000-0001-9658-9777, National Formosa University, corresponding author) |
| Year | 2019 |
| Volume | 28 |
| Issue | 2 |
| Pages | 543-566 |
| Publication date | 2019-05-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Time & Society (JOURNAL) |
| Journal identifiers | ISSN: 0961-463X • E-ISSN: 1461-7463 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/0961463x17702164 |
| OpenAlex | W2614137785 |
| Language | EN |
| Citations received | 7 |
| References cited | 28 |
Time theory studies abstractly argue that, depending on the customer experience, time spent waiting may be positive, negative, or even neutral, and it can affect the perceived passing of time and enjoyment of the overall customer experience. However, a company can manipulate customer perceptions of waiting time. Positive perceptions of waiting time can then be used for marketing purposes. Customer perceptions of waiting time can be reduced by making the queuing process enjoyable, by improving the waiting environment, and by making promotional activities enjoyable. To validate the aforementioned factors and develop the enjoyable queuing model, this study surveyed 1571 customers queuing at service companies in Taiwan, including 409 customers of upscale restaurants, 430 customers of restaurants, 439 customers of food stands, and 293 customers queuing at consumer electronics shops to purchase newly released iPhones. The applicability of the enjoyable queuing model was evaluated by partial least squares structural equation modeling, and group differences were evaluated by partial least squares multi-group analysis. The analytical results for each case and managerial implications are presented
Advertising · Business · Computer network · Customer satisfaction · Perception · Queue management system · Queueing theory · Service (business · Structural equation modeling · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Psychology · Technology Adoption and User Behaviour · Marketing
Online promotion effects under time limitation - A study of survey and physiological signals
Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction
Social Distancing and Shopping Behaviour
What (missing) the smartphone means
Mobile phones and the experience of time
Waiting in organisations
Temporal digital control
Testing measurement invariance of composites using partial least squares
PLS path modeling
Testing Moderating Effects in PLS Path Models
Insufficient discriminant validity
A primer on partial least squares structural equation modeling (PLS-SEM)
Consistent and asymptotically normal PLS estimators for linear structural equations
Using PLS path modeling in new technology research
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Partial least squares structural equation modeling (PLS-SEM)
On Waiting
The Time Styles Scale
The Problem of Time in Sociology
Waiting Time and Decision Making
| Unique citing works | 7 |
|---|---|
| Citations per year | 1 |
| Citation span | 2019 - 2025 (7) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 7 |