More search options
Basket icon
No items
Basket icon

Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.
Note
-
Reference no. 9-684-064
Subject category: Case Method and Specialist Management Disciplines
Authors: David H Maister (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1984
Version: 16 May 1984
Length: 8 pages
Topics: Customer relationship management; Customer service
Share a link: https://casecent.re/p/47954
| No reviews for this item
View our pricing guide or login to see prices.

Abstract

Discusses the experience of waiting and the factors that affect customers' tolerance for waits. Eight (testable) propositions concerning the psychology of queues are presented, together with specific managerial advice.
Note
-
Reference no. 9-607-S03
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: David H Maister (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1984
Version: 16 May 1984
Revision date: 3-May-2019
Length: 8 pages
Data source: Generalised experience
Topics: Customer service; Customer relationship management; Consumer behavior
View full details

About

Abstract

Discusses the experience of waiting and the factors that affect customers' tolerance for waits. Eight (testable) propositions concerning the psychology of queues are presented, together with specific managerial advice.

Related

Note
-
Reference no. 9-607-S03
Spanish language
Subject category: Case Method and Specialist Management Disciplines
Authors: David H Maister (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1984
Version: 16 May 1984
Revision date: 3-May-2019
Length: 8 pages
Data source: Generalised experience
Topics: Customer service; Customer relationship management; Consumer behavior
View full details