Concepedia

Customer Wait Time Analysis

Customer Wait Time Analysis is a performance measurement metric in call center operations that quantifies the duration callers spend in queue before agent interaction, distinguishing itself by enabling the evaluation and optimization of service responsiveness and resource allocation efficiency.

115

Publications

7.7K

Citations

258

Authors

172

Institutions

Publications per year

2017–2026

28

Parents

Publications

115

Waiting for Service: The Relationship between Delays and Evaluations of Service

Shirley Taylor · Journal of Marketing · 1994 · 887 citations

, , +16

The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions

Julie Baker, Michaelle Cameron · Journal of the Academy of Marketing Science · 1996 · 503 citations

, , +17

What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation

Michael K. Hui, David K. Tse · Journal of Marketing · 1996 · 395 citations

, , +16

Waiting for Service: The Relationship between Delays and Evaluations of Service

Shirley Taylor · Journal of Marketing · 1994 · 386 citations

, , +16

Waiting time influence on the satisfaction‐loyalty relationship in services

Frédéric Bielen, Nathalie Demoulin · Managing Service Quality · 2007 · 305 citations

, , +16

1–5 of 115

Authors

258

  1. MM
    Mark M. Davis

    Bentley University, United States

    4 publications · 648 citations

    4

    h-index

  2. CU
    Carolyn U. Lambert

    Pennsylvania State University, United States

    3 publications · 116 citations

    3

    h-index

  3. GT
    Gail Tom

    California State University, Sacramento, United States

    3 publications · 289 citations

    3

    h-index

  4. ND
    Nathalie Demoulin

    Cliniques Universitaires Saint-Luc, Belgium

    2 publications · 348 citations

    2

    h-index

  5. JC
    Jean‐Charles Chebat

    HEC Montréal, Canada

    2 publications · 23 citations

    2

    h-index

1–5 of 258

Institutions

172

  1. City University of Hong Kong

    Hong Kong, Hong Kong

    5 h-index

    7 publications

    961 citations

  2. California State University, Sacramento

    Sacramento, United States

    3 h-index

    6 publications

    578 citations

  3. Pennsylvania State University

    State College, United States

    3 h-index

    6 publications

    232 citations

  4. Northwestern University

    Evanston, United States

    3 h-index

    4 publications

    439 citations

  5. Vrije Universiteit Amsterdam

    Amsterdam, The Netherlands

    3 h-index

    3 publications

    142 citations

  6. Decision Sciences (United States)

    Fort Walton Beach, United States

    3 h-index

    3 publications

    90 citations

  7. Bentley University

    Waltham, United States

    3 h-index

    3 publications

    425 citations

  8. AT&T (United States)

    Bedminster, United States

    3 h-index

    5 publications

    235 citations

1–8 of 172

Venues

  1. Management Science

    7 publications · 537 citations

    7

    h-index

  2. Manufacturing & Service Operations Management

    6 publications · 427 citations

    6

    h-index

  3. Production and Operations Management

    POMS · 5 publications · 190 citations

    5

    h-index

  4. 4

    h-index

  5. Journal of Marketing

    JM · 4 publications · 1.9K citations

    4

    h-index

1–5