Aligning Waiting Management Decisions with Service Demand Context to Improve Perceived Service Quality
Phides Warue Mwaniki, Dr. Owino Agaya Okwiri

Abstract
Waiting in services is inevitable due to their nature. Service organizations see keeping customers waiting as a potential competitive problem. A position in this paper is that the focus should rather be on the perceived service quality. Three factors are identified that could influence the perceived service quality namely, service demand context, the queue management approach and the perceived waiting time. Relationships are proposed that constitute potential control points for achieving a high perceived service quality.

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