 Alleviating the negative waiting experience through the moderating role of service environment: an empirical studyErlinda N. Yunus and Sumartoyo International Journal of Services and Operations Management, 2012, vol. 13, issue 2, 189-207 Abstract: This study aims to examine the influence of waiting time on customer satisfaction and further investigates the moderating role of perceived service environment in alleviating the negative impact of waiting duration on customer satisfaction. A total of 200 customers of an international-chain coffee shop in Indonesia became the respondents. The results confirm the negative impact of perceived waiting time on customer satisfaction. Another measure of waiting time, that is, disconfirmation between perceived waiting time and expected waiting time, is found to not significantly influence customer satisfaction. Additionally, the findings also reveal that perceived service environment, through favourable ambience, design, and employees, significantly reduces the negative impact of waiting duration on customer satisfaction. Implications for research and practices are discussed. Keywords: services; perceived waiting times; disconfirmation; customer satisfaction; perceived service environment; hierarchical regression analysis; Indonesia; international shop chains; coffee shops; ambience; design; employees. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:13:y:2012:i:2:p:189-207 Access Statistics for this article More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd |
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