.png){kind=logo}
ISSN : 1229-8778
This study examined the effect of waiting in a service queue on the evaluation of the repurchase intention focused on its overall process, mediators(negative affect and acceptability) and moderators(disconfirmation of wait time expectation, transaction importance, waiting cost, controllability, stability, and waiting environment) Possible hypotheses were the relationships between perceived waiting and negative affection, carrying possibility, between negative affection and service evaluation, between carrying possibility and service evaluation, and between service quality and repurchase behavior. Data obtained from actual customers in service queue at 35 hotel restaurants. Lisrel was used to analyse the data. The result of study shows that perceived waiting and negative affection, carrying possibility and service evaluation, and service evaluation and repurchasing behavior have positive relationships while perceived waiting and carrying possibility, and negative affection and service evaluation have negative relationships.
박유식 (2000). 대기시간이 서비스 품질평가에 미치는 영향. 마케팅연구, 15(1), 1-25.
윤성욱, 김수배 (2003), 의료서비스에서 물리적 환경, 공정성, 대기시간이 재이용의도에 미치는 영향, 마케팅과학연구, 12, 107-119
통계청 (2000), “99년 한국의 사회지표”
Dube-Rioux, L., Schmitt, B. H. and Leclerc, F (1989), Consumers' Reactions to Waiting: When Delays Affect the Perception of Service Quality, Advances in Consumer Research, 16, 16-59
Dolinsky, A. (1995). Complaint intensity and health care service, Journal of Health Care Marketing, 15(2), 42-47
Fokles, V., Koletsky, S., & Graham, J. (1987). A field study of casual inferences and consumer reaction: The view of the airport, Journal of Consumer Research, 18(March).
Horonik, J. (1984), Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior, Journal of Consumer Research, 11, 615-618
Houston, Mark B., Lance A. Berrencourt, Sutha Wenger (1998), The Relationship Between Waiting in a Service Queue and Evaluations of Service Quality: A Field Theory Perspective, Psychology & Marketing, 15(December)
Hui, M. K. and Tse, D. K (1996), What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation, Journal of Marketing, 60, 80-90.
Iversen, Tor (2000), Potential effect internal markets on hospitals Waiting Time, European Journal of Operational Research, 121, 467-475
Katz, K. L., Larson, B. L. and Larson, R. C. (1991), Prescription for the Waiting in Line Blues: Entertain, Enlighten and Engage, Sloon Management Review, Winter, 44-53
Maister, D (1985), The Psychology of Waiting Lines, in the Service Encounter, Czepiel, J., Solomen, M., and Supernant, C.(eds), Lexington, M.A.: Lexington Books, 113-123
Metters, K. & Metters, M. (2003). Successful service operations management, Thomson Learning, Inc.
M. M. and J. Heineke(1994), Understanding the Roles of the Customer and the Operation for Better Queue Management, International Journal of Operations and Production Management, 14(5), 21-34
Nie, W (2000), Waiting: Integration Social and Psychological Perspectives in Operations Management, Omega, 28, 611-629.
Osuna, E. E. (1985), The Psychological Cost of Waiting, Journal of Mathematical Psychology, 29(March), 82-105
Pruyn, A and Smindts, A. (1998), Effects of Waiting on the Satisfaction with the Service: Beyond Objective Time Measures, International Journal of Research in Marketing, 15, 321-334
Schwartz, B. (1975), Queuing and waiting, Chicago: University of Chicago Press
Shostack, G. L. (1987), Service Positioning Through Structural Change, Journal of Marketing, 51, 34-43
Taylor, S. (1994), Waiting for Service: The Relationship Between Delays and Evaluations of Service, Journal of Marketing, 58(April), 56-69
Weiner, B. (2000). Attributional thoughts about consumer behavior, Journal of Consumer Research, 27.
Zeithaml, V. A., Berry, L.L. and Parasuramen, A. (1993), The Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science, 21(Winter), 1-12