Quantitative fairness for assessing perceived service quality in queues.
Werner SandmannPublished in: Oper. Res. (2013)
Keyphrases
- service quality
- user satisfaction
- internet shopping
- customer satisfaction
- information quality
- information systems
- electronic commerce
- service providers
- technology acceptance
- quality of service
- online shopping
- perceived usefulness
- subjective norm
- competitive advantage
- competitive environment
- call center
- waiting times
- service times
- quantitative and qualitative
- structural equation modeling
- positive effects
- database