Traditional Approaches to Time and Customer Care

James J. Lynch

Chapter 6 in The Psychology of Customer Care, 1992, pp 107-120 from Palgrave Macmillan

Abstract: Abstract All service encounters take place in ‘real time’. But what real time means to the customer can be very different from what it means to the service provider. Therefore, a critical aspect of customer psychology is the adept use of different concepts of time. Many service providers operate solely on the basis of ‘elapsed time’ while customers are using different time concepts.

Keywords: Service Provider; Customer Satisfaction; Target Time; Service Encounter; Seasonal Affective Disorder (search for similar items in EconPapers)
Date: 1992
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-37532-1_6

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DOI: 10.1057/9780230375321_6

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