Over the line? (managing service queues in banks): An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on November 1, 1997. The length of the article is 3441 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: Service queues in banks can create a negative impact on customers' service quality perceptions and satisfaction. These perceptions of service quality are heavily influenced by how time in the queue is spent rather than how much time is consumed. While queues are already considered a part of banks' day-to-day operations, bank managers can still improve customer satisfaction by focusing on how to enhance customers' acceptability of waits aside from the appropriate explanations and apologies.

Citation Details
Title: Over the line? (managing service queues in banks)
Author: Mark Houston
Publication:Bank Marketing (Magazine/Journal)
Date: November 1, 1997
Publisher: Bank Marketing Assn.
Volume: v29 Issue: n11 Page: p42(4)

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