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Keywords: Waiting
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2016) 30 (4): 427–436.
Published: 11 July 2016
...Maria del Mar Pàmies; Gerard Ryan; Mireia Valverde Purpose Waiting in services commonly reduces customer satisfaction and has a considerable and enduring negative effect on the overall evaluation of a service. Waiting may even lead consumers to abandon a service or to avoid that service on future...
