... on the differences in the needs of the customers. The implications for both theory and practice are significant: the importance of the perception of the experience increases as the importance of the satisfaction measure increases. More specifically, for customers who are concerned about time, the perception...

...Peter Jones; Emma Peppiatt Investigates the extent to which there is a gap between customers’ perception of waiting time compared with the actual waiting time and, whether this gap could be reduced. Maister originally identified eight propositions based around the idea that the perception...

...Gaston LeBlanc; Nha Nguyen Investigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain customers’ perceptions of image. Highlights the implications for tracking and building corporate...

... transactions, or service encounters, and their satisfaction with the overall service. Provides nine propositions which identify how customers′ perceptions of the quality of a service can be influenced and how the thresholds of the zone of tolerance can be adjusted during the process of service delivery. Also...