... 1998). the service experience is influenced by three factors: the service processes, the people present (staff and customers) and the environment (Bitner, 1990; Zeithaml aamp; Bitner, 2003). the processes have a strong time-bound character andanbsp;...
|Title||:||Waiting Experience at Train Stations|
|Author||:||Mark van Hagen|
|Publisher||:||Eburon Uitgeverij B.V. - 2011|