TY - JOUR
T1 - Time perceptions in service systems
T2 - An overview of the TPM framework
AU - Green, Linda V.
AU - Lehmann, Donald R.
AU - Schmitt, Bernd H.
PY - 1996
Y1 - 1996
N2 - We present Time Perception Management (TPM)-a conceptual framework for organizing research and managerial issues regarding time perceptions in service systems. The TPM framework proposes that customers perceptions of time in service systems are affected by factors that operate both before and after, as well as during, the actual service encounter. Moreover, whereas some of these factors are related to the specific service system, others are the result of the generic service type and personal/sociocultural characteristics. The framework has important implications for managing and measuring time perceptions and for the relationship between time perceptions and customer satisfaction.
AB - We present Time Perception Management (TPM)-a conceptual framework for organizing research and managerial issues regarding time perceptions in service systems. The TPM framework proposes that customers perceptions of time in service systems are affected by factors that operate both before and after, as well as during, the actual service encounter. Moreover, whereas some of these factors are related to the specific service system, others are the result of the generic service type and personal/sociocultural characteristics. The framework has important implications for managing and measuring time perceptions and for the relationship between time perceptions and customer satisfaction.
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U2 - 10.1016/S1067-5671(96)05052-4
DO - 10.1016/S1067-5671(96)05052-4
M3 - Article
AN - SCOPUS:0142003675
SN - 1067-5671
VL - 5
SP - 85
EP - 107
JO - Advances in Services Marketing and Management
JF - Advances in Services Marketing and Management
IS - C
ER -