The Effect of Waiting and 'Pushy' Sales Staff on Customer Satisfaction

This paper examines the impact that waiting time and sales ‘pushiness’ have on service quality and customer satisfaction in a retail setting. The study was conducted on a random sample of 537 customers who were interviewed immediately after engaging in a customer service encounter in which some customers were exposed to having to wait to be served and others to sales pushiness. This research found that waiting and sales pushiness both had a significant impact on customer perceptions of service quality and customer satisfaction.


Nicole Hartley and Tony Ward (2006) ,"The Effect of Waiting and 'Pushy' Sales Staff on Customer Satisfaction", in AP - Asia-Pacific Advances in Consumer Research Volume 7, eds. Margaret Craig Lees, Teresa Davis, and Gary Gregory, Sydney, Australia : Association for Consumer Research, Pages: 40-47.


Nicole Hartley, University of Sydney, Australia
Tony Ward, Central Queensland University


AP - Asia-Pacific Advances in Consumer Research Volume 7 | 2006

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