Impact of process change on customer perception of waiting time: a field study

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

Business, Marketing, Marketing Management +17

Service operations management

Long Range Planning · 1992 · 491 citations

Management, Hospitality Management, Operations Management +14

The impact of music on consumers' reactions to waiting for services

Michael K. Hul, Laurette Dubé, Jean‐Charles Chebat · Journal of Retailing · 1997 · 470 citations

Business, Marketing, Marketing Management +7

OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing

Richard C. Larson · Operations Research · 1987 · 469 citations

Business, Social Psychology, Sociology +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

Business, Marketing, Marketing Management +16