Factors Associated with Service delay in Supermarkets and Post Offices

Authors

  • Robert East Kingston Polytechnic Business School
  • Wendy Lomax Kingston Polytechnic Business School
  • Gill Willson Kingston Polytechnic Business School

Abstract

Findings from a mail survey in Britain are reported. A large proportion of the sample did not mind queuing in supermarkets and post offices. Those who disliked waiting expected to be delayed more often, held management responsible and received less benefit from the service encounter.

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Published

2022-08-03

Issue

Vol. 4 (1991): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

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