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    • A Framework for Evaluating the Customer Wait Experience 

      McGuire, Kelly A.; Kimes, Sherri E.; Lynn, Michael; Pullman, Madeleine E.; Lloyd, Russell C. (2010-01-01)
      Purpose – The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a ...