information is the queuing information and the waiting duration information
(Hui and Tse, 1996). Waiting information in?uences the affective aspect and the
acceptability of the wait, when it is an average or long wait (Hui and Tse,
1996). The results revealed a positive in?uence of received waiting information
and customer satisfaction.
information is not expected to have a direct effect on the service
satisfaction. According to Hui and Tse’s (1996), information about the waiting
in?uences the service evaluation through the effect on the acceptability of the
wait and on the affective response to delays. When calling system or “take a
number” system is used, comfort and fairness can often be combined.
The effects of
waiting information are mediated by the psychological cost of waiting (Osuna
1985). The results indicated that affective acceptability is the key mediator
operating between waiting information and service evaluation. It was reported
that it is more positive and considered the wait more acceptable when either
type of information was available or when no information was available. These
findings suggested that researchers may need to look beyond perceived waiting
duration to include such variables as affective response and acceptability when
examining the impact of waiting time on service evaluation (Katz. Larson, and
affecting waiting time satisfaction also determines service satisfaction.
Nathalie (2007) believed that if customers received waiting information, it
means that people in charge of greeting customers are sensitive to customers’
needs and they actually take care of their customers’ welfare. Johnston (1995)
presented sources of customer satisfaction and dissatisfaction in the service
industry in which it was found that attentiveness, helpfulness and
responsiveness appear to be the most prevalent satisfying determinants. These
result that waiting information may re?ect the company or employee’s
attentiveness and empathy towards customers.