Measuring the Effect of Queues on Customer Purchases

A Logit Model of Brand Choice Calibrated on Scanner Data

Peter M. Guadagni, John D. C. Little · Marketing Science · 1983 · 1.9K citations · Full text

Business, Economics, Marketing +17

Understanding Service Convenience

Leonard L. Berry, Kathleen Seiders, Dhruv Grewal · Journal of Marketing · 2002 · 1.6K citations

Business, Marketing, Service Design +6

Telephone Call Centers: Tutorial, Review, and Research Prospects

Noah Gans, Ger Koole, Avishai Mandelbaum · Manufacturing & Service Operations Management · 2003 · 1.4K citations · Full text

Management, Operations Management, Performance Management +17

Bayesian Statistics and Marketing

Peter E. Rossi, Greg M. Allenby · Marketing Science · 2003 · 1.2K citations

Business, Marketing, Marketing Management +11

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

Shirley Taylor · Journal of Marketing · 1994 · 887 citations

Business, Marketing, Psychology +16