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Journal Articles
Journal of Service Theory and Practice (2018) 28 (5): 661–681.
Published: 07 August 2018
... seats and being in front of the lines to board and depart an airplane; others simply give up waiting in lines and opt for a less-preferred alternative. Previous research indicates that long lines have negative impacts on service evaluation and satisfaction (Cameron et al., 2003 ; Dickson...

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