The waiting experience: towards service quality in the leisure industry

Dawes, Jillian and Rowley, Jennifer (1996) The waiting experience: towards service quality in the leisure industry. International Journal of Contemporary Hospitality Management, 8 (1). pp. 16-21. ISSN 1757-1049

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Abstract

Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that successful management of waiting brings rewards to both the customer and the service provider.

Item Type:	Article
Peer-reviewed:	No
Date Deposited:	22 Feb 2010 16:12
Publisher:	Emerald Group Publishing Ltd.
Additional Information:	Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in International Journal of Contemporary Hospitality Management, published by and copyright Emerald Group Publishing Ltd.
Divisions:	Faculties > Business and Law
URI:	https://e-space.mmu.ac.uk/id/eprint/92672
DOI:	https://doi.org/10.1108/09596119610108608
ISSN	1757-1049

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