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Perceived Waiting Time and Waiting Satisfaction: a Systematic Literature Review

  • Purpose: The waiting time of the customer has an impact on the quality evaluation of services. Therefore, strategies to reduce waiting time are required. In addition to strategies to reduce actual waiting time, strategies to reduce the perceived waiting time are investigated. Several factors influencing perceived waiting time and waiting satisfaction of customers. The purpose of the following research is to capture the current state of perceived waiting time and waiting satisfaction through a systematic literature review. Design/methodology/approach: Among other, the paper will answer the following questions. “In which industries are perceived waiting time and waiting satisfaction particularly frequently investigated?” “How does the interest of the topic change over time?” “Which factors influence perceived waiting time and customer waiting satisfaction?” The work presented in this paper is based on a systematic literature review of 152 empirical studies that were published on perceived waiting time and waiting satisfaction inPurpose: The waiting time of the customer has an impact on the quality evaluation of services. Therefore, strategies to reduce waiting time are required. In addition to strategies to reduce actual waiting time, strategies to reduce the perceived waiting time are investigated. Several factors influencing perceived waiting time and waiting satisfaction of customers. The purpose of the following research is to capture the current state of perceived waiting time and waiting satisfaction through a systematic literature review. Design/methodology/approach: Among other, the paper will answer the following questions. “In which industries are perceived waiting time and waiting satisfaction particularly frequently investigated?” “How does the interest of the topic change over time?” “Which factors influence perceived waiting time and customer waiting satisfaction?” The work presented in this paper is based on a systematic literature review of 152 empirical studies that were published on perceived waiting time and waiting satisfaction in academic databases from 1984 to 2018. Findings: Pre-process waiting is the waiting period before the service is provided. Pre-process waiting is considered in a large number of studies. The majority of the studies relate to the health sector. Mostly surveys were based on questionnaires. 121 different characteristics of factors were identified in the studies. Originality/Value of paper: Research results on the topic of perceived waiting time and waiting satisfaction were structured and presented thematically, by a systematic literature analysis. This provides the basis for further developments in the subject area. The results enable new ways to apply strategies to reducing perceived waiting time and increasing waiting satisfaction.show moreshow less

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Author: Jane Worlitz, Duy Linh Vu, Laura Hettling, Ralf WollGND
URL:https://www.researchgate.net/publication/338336943_Perceived_Waiting_Time_and_Waiting_Satisfaction_a_Systematic_Literature_Review
Title of the source (German):Proceedings, 22st QMOD-ICQSS Conference in Krakau, 2019
Document Type:Conference publication peer-reviewed
Language:English
Year of publication:2019
Tag:acceptable waiting time; customer satisfaction; positive waiting; service quality; waiting satisfaction; waiting time
Number of pages:27
Faculty/Chair:Fakultät 3 Maschinenbau, Elektro- und Energiesysteme / FG Qualitätsmanagement
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