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August 1, 1990Journal of Operations Management

An analysis of customer satisfaction with waiting times in a two‐stage service process

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MDMark M. DavisLouisiana State UniversityMMMichael J. MaggardBoston University

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Davis et al. (1990) studied this question.

synapsesocial.com/papers/6a122411f7bd4f5c7da5dbeehttps://doi.org/10.1016/0272-6963(90)90158-a
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