![]() ![]() He encourages managers to always look for ways, how to speed up the process in service providing. Taylor (1994) also finds out, that waiting time has a significant impact on the customer satisfaction. Next the research prezents, that time and price are the most important criteria when chosing a service provider. Reasearch of Allon and Federgruen (2007, 2008) shows, that consumers are chosing service providers mostly by the time they have to sacrifice. Next phase with the largest impact on satisfaction is the post-process phase, when guest is about to leave, but still has to wait for a bill and pay. Next his research shows, that waiting in the pre-process has the highest impact on the overall satisfaction rating and percieved satisfaction. post-process (waiting for bill and paying).in-process (from the time being served until receiving the ordered meal),.pre-process (from the moment guest sits and waits to be served),.(1988) in a research identified 3 phases of waiting in service delivery: ![]() Revenue growth of 768,00 € monthly represents a 3.5 % growth.ĭube-Rioux at al.
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