# The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter

> Research article (Journal of Retailing, 2023) · cited 35× · AI/ML

**Wikidata**: [openalex:W4361222547](https://www.wikidata.org/wiki/openalex:W4361222547)  
**Source**: https://4ort.xyz/entity/the-clock-is-tickingor-is-it-customer-satisfaction-response-to-waiting-shorter-vs-longer-than-expected-during-a-service-