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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.

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