서비스 대기의 심리학적 접근

• 영문명: Understanding the structure of service waiting time estimation
• 발행기관: 관광경영학회
• 저자명: 차길수 이수광
• 간행물 정보: 『관광경영연구』제13권 제2호, 199~217쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.06.30

영문 초록

The paper intends to fill a void in the research area of waiting, which is dominated by mathematical models that lack consideration of human factors. It calls for integrating psychological perspective into the waiting issue. This conceptual paper focuses on the structure of customer's service waiting time estimation. Although the Maister's first proposition on waiting time estimation continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of customers' waiting time estimation. The authors propose a new model of the structure of customer's waiting time estimation by specifying a more comprehensive model that includes the concept of time perception in psychology. The conceptual framework enables service operations managers to rethink service waits from customers' perceptions of actual waiting time.

목차

I. 서론

II. 지각된 서비스 대기시간

III. 지각된 서비스 대기시간 모형

IV. 결론

참고문헌

키워드

Service wait Time perception Prospective timing Attentional model