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Keywords: First impression
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Journal Articles
Journal of Service Theory and Practice (2019) 29 (5-6): 565–591.
Published: 26 September 2019
...Yu Zhang; Bing-Jia Shao Purpose The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived service-entry waiting time (PSWT) influences their first impression of service staff...
