Dual Perspectives of Customer Wait Time Perception: A Conceptual Framework and Meta-Analysis
Published online on June 24, 2026
Abstract
Journal of Service Research, Ahead of Print.
Past studies on service waits have primarily applied two theoretical perspectives—the expectancy–disconfirmation model and the psychological‑cost model—leading to conflicting explanations of how customers react to waits. To reconcile these perspectives, ...
Past studies on service waits have primarily applied two theoretical perspectives—the expectancy–disconfirmation model and the psychological‑cost model—leading to conflicting explanations of how customers react to waits. To reconcile these perspectives, ...