Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services
The main purpose of this study was to develop wait management strategies for different stages of a dining experience and to test the effects of these strategies on customer satisfaction and their future behavioral intentions (e.g. loyalty and word-of-mouth). The stages included in this study were pr...
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| Format: | Journal Article |
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Routledge
2011
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| Online Access: | http://hdl.handle.net/20.500.11937/4577 |