Using self-service technology to reduce customer waiting times

Simulation Modeling and Analysis.

Mark J. Schervish, Averill M. Law, W. David Kelton · Journal of the American Statistical Association · 1983 · 8.9K citations

Engineering, Industrial Engineering, Manufacturing Engineering +17

Simulation modeling and analysis

Journal of Manufacturing Systems · 1999 · 3.8K citations

Business, Computational Engineering, Systems Engineering +11

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree et al. · Journal of Marketing · 2000 · 2.9K citations

Business, Marketing, Marketing Management +17

Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality

Pratibha A. Dabholkar · International Journal of Research in Marketing · 1996 · 1.6K citations

Business, Marketing, Marketing Management +17

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

Shirley Taylor · Journal of Marketing · 1994 · 887 citations

Business, Marketing, Psychology +16