Breathing Down Your Neck!
Abstract
While a rich body of research has examined the psychological costs and benefits of queuing, this research focuses on the customer currently using a retail service and examines how this customer is affected by lines forming at his or her back. Drawing on Social Impact Theory, we postulate that customers feel pressured by people waiting behind them and that this feeling of social pressure leads to more negative affective experiences, poorer...
Paper Details
Title
Breathing Down Your Neck!
Published Date
Jun 1, 2018
Journal
Volume
94
Issue
2
Pages
217 - 230
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Notes
History