Repositori URV

Identifier: TDX:1232

Handle: https://hdl.handle.net/20.500.11797/TDX1232

Authors:
Pàmies Pallisé, Maria del Mar

Abstract:
The phenomenon of waiting for services is a commonplace everyday aspect of consumer life. This doctoral thesis examines waiting in services marketing from the consumer viewpoint. It employs a qualitative methodology that facilitates an in-depth approach to the examination of waiting experiences in the natural setting consumer life. This approach leads to a holistic examination of waiting, which integrates the elements that may influence consumer behaviour in waiting situations. These elements refer to previous waiting experiences, to personal traits, to the strategies employed to reduce the waiting time, to situational factors and to the implications of the wait for the organisation and the company.