There have been many studies regarding the waiting queue as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service. This study focuses on the investigation what influenced waiting time on service quality evaluation in international air express service.
The findings are that first, negative emotion of waiting time was accepted and acceptability of waiting time was rejected in the relation of waiting time and emotional response. Second, it was verified that emotional response had significant affections on service quality. In conclusion, the international air express service companies, who are confronted with the customers, must establish a management strategy that could supply various conveniences to customers and switch negative emotions into positive emotions. In addition, it needs to maintain them constantly with service-oriented posture in international air express service company.
There have been many studies regarding the waiting queue as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service. This study focuses on the investigation what influenced waiting time on service quality evaluation in international air express service. The findings are that first, negative emotion of waiting time was accepted and acceptability of waiting time was rejected in the relation of waiting time and emotional response. Second, it was verified that emotional response had significant affections on service quality. In conclusion, the international air express service companies, who are confronted with the customers, must establish a management strategy that could supply various conveniences to customers and switch negative emotions into positive emotions. In addition, it needs to maintain them constantly with service-oriented posture in international air express service company.
There have been many studies regarding the waiting queue as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service. This study focuses on the investigation what influenced waiting time on service quality evaluation in international air express service. The findings are that first, negative emotion of waiting time was accepted and acceptability of waiting time was rejected in the relation of waiting time and emotional response. Second, it was verified that emotional response had significant affections on service quality. In conclusion, the international air express service companies, who are confronted with the customers, must establish a management strategy that could supply various conveniences to customers and switch negative emotions into positive emotions. In addition, it needs to maintain them constantly with service-oriented posture in international air express service company.
