References

• Adams, J. S. (1965). Inequity in social exchange. Advances in Experimental Social Psychology, 2(4), 267–299.
   Web of Science ®Google Scholar
• Adiele, K. C., & Kenneth-Adiele, N. (2017). Service speed and patronage of quick-service restaurants in Port Harcourt. International Institute of Academic Research and Development, 2(1), 32–38.
   Google Scholar
• Anderson, E. W. (1996). Customer satisfaction and price tolerance. Marketing Letters, 7(3), 265–274.
   Google Scholar
• Antonides, G., Verhoef, P. C., & van Aalst, M. (2002). Consumer perception and evaluation of waiting time: A field experiment. Journal of Consumer Psychology, 12(3), 193–202.
   Web of Science ®Google Scholar
• Bae, G., & Kim, D.-Y. (2014). The effects of offering menu information on perceived waiting time. Journal of Hospitality Marketing & Management, 23(7), 746–767.
   Google Scholar
• Baker, J., & Cameron, M. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24(4), 338–349.
   Google Scholar
• Bielen, F., & Demoulin, N. (2007). Waiting time influence on the satisfaction-loyalty relationship in services. Managing Service Quality: An International Journal, 17(2), 174–193.
   Google Scholar
• Bies, R. (2005). Are procedural justice and interactional justice conceptually distinct? In J. Greenberg & J. A. Colquitt (Eds.), Handbook of organizational justice (pp. 85–112). Mahwah, NJ: Erlbaum.
   Google Scholar
• Bies, R. J., & Moag, J. S. (1986). Interactional communication criteria of fairness. Research in Organizational Behavior, 9, 289–319.
   Google Scholar
• Bilgili, B., Ozkul, E., & Koc, E. (2018). The influence of colour of lighting on customers’ waiting time perceptions. Total Quality Management & Business Excellence, 1–14. https://doi.org/10.1080/14783363.2018.1465814.
   Google Scholar
• Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185–210.
   Web of Science ®Google Scholar
• Borges, A., Herter, M. M., & Chebat, J.-C. (2015). “It was not that long!”: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception. Journal of Retailing and Consumer Services, 22, 96–106.
   Web of Science ®Google Scholar
• Brun, I., Rajaobelina, L., Ricard, L., & Berthiaume, B. (2017). Impact of customer experience on loyalty: A multichannel examination. The Service Industries Journal, 37(5–6), 317–340.
   Web of Science ®Google Scholar
• Bueno, E. V., Beauchamp Weber, T. B., Bomfim, E. L., & Kato, H. T. (2019). Measuring customer experience in service: A systematic review. The Service Industries Journal, 39(11–12), 779–798.
   Web of Science ®Google Scholar
• Butcher, K., & Kayani, A. (2008). Waiting for service: Modelling the effectiveness of service interventions. Service Business, 2(2), 153–165.
   Web of Science ®Google Scholar
• Cai, R., & Chi, C. G.-Q. (2018). The impacts of complaint efforts on customer satisfaction and loyalty. The Service Industries Journal, 38(15–16), 1095–1115.
   Web of Science ®Google Scholar
• Cai, R., & Qu, H. (2018). Customers’ perceived justice, emotions, direct and indirect reactions to service recovery: Moderating effects of recovery efforts. Journal of Hospitality Marketing & Management, 27(3), 323–345.
   Web of Science ®Google Scholar
• Cantor, V. J. M., & Li, R. C. (2019). Matching service failures and recovery options toward satisfaction. The Service Industries Journal, 39(13-14), 901–924.
   Web of Science ®Google Scholar
• Chang, J.-H. (2017). The role of relationship on time and monetary compensation. The Service Industries Journal, 37(15–16), 919–935.
   Web of Science ®Google Scholar
• Chang, Y.-W., & Chang, Y.-H. (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal of Air Transport Management, 16(6), 340–342.
   Web of Science ®Google Scholar
• Chebat, J.-C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5), 664–673.
   Web of Science ®Google Scholar
• Chien, S.-Y., & Lin, Y.-T. (2015). The effects of the service environment on perceived waiting time and emotions. Human Factors and Ergonomics in Manufacturing & Service Industries, 25(3), 319–328.
   Web of Science ®Google Scholar
• Davis, M. M., & Vollmann, T. E. (1990). A framework for relating waiting time and customer satisfaction in a service operation. Journal of Services Marketing, 4(1), 61–69.
   Google Scholar
• del Río-Lanza, A. B., Vázquez-Casielles, R., & Díaz-Martín, A. M. (2009). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775–781.
   Web of Science ®Google Scholar
• de Vries, J., Roy, D., & de Koster, R. (2018). Worth the wait? How restaurant waiting time influences customer behavior and revenue. Journal of Operations Management, 63, 59–78.
   Web of Science ®Google Scholar
• Dharmawirya, M., & Adi, E. (2011). Case study for restaurant queuing model. International Conference on Management and Artificial Intelligence IPEDR, 6, 184–192.
   Google Scholar
• Gelbrich, K., & Roschk, H. (2011). A meta-analysis of organizational complaint handling and customer responses. Journal of Service Research, 14(1), 24–43.
   Web of Science ®Google Scholar
• Giebelhausen, M. D., Robinson, S. G., & Cronin, J. J. (2011). Worth waiting for: Increasing satisfaction by making consumers wait. Journal of the Academy of Marketing Science, 39(6), 889–905.
   Web of Science ®Google Scholar
• Ha, J., & Jang, S. S. (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3), 319–327.
   Web of Science ®Google Scholar
• Harris, K. E., Grewal, D., Mohr, L. A., & Bernhardt, K. L. (2006). Consumer responses to service recovery strategies: The moderating role of online versus offline environment. Journal of Business Research, 59(4), 425–431.
   Web of Science ®Google Scholar
• Hoffman, K. D., & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: A contingency approach. European Journal of Marketing, 34(3/4), 418–433.
   Google Scholar
• Hwang, J. (2008). Restaurant table management to reduce customer waiting times. Journal of Foodservice Business Research, 11(4), 334–351.
   Google Scholar
• Hwang, J., Gao, L., & Jang, W. (2010). Joint demand and capacity management in a restaurant system. European Journal of Operational Research, 207(1), 465–472.
   Web of Science ®Google Scholar
• Hwang, J., & Lambert, C. U. (2006). Customers’ identification of acceptable waiting times in a multi-stage restaurant system. Journal of Foodservice Business Research, 8(1), 3–16.
   Google Scholar
• Johnston, R. (1995). The zone of tolerance: Exploring the relationship between service transactions and satisfaction with the overall service. International Journal of Service Industry Management, 6(2), 46–61.
   Google Scholar
• Jung, N. Y., & Seock, Y. K. (2017). Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37, 23–30.
   Web of Science ®Google Scholar
• Karatepe, O. M. (2006). Customer complaints and organizational responses: The effects of complainants’ perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management, 25(1), 69–90.
   Google Scholar
• Kim, S., Miao, L., & Magnini, V. P. (2016). Consumers’ emotional responses and emotion regulation strategies during multistage waiting in restaurants. Journal of Hospitality & Tourism Research, 40(3), 291–318.
   Web of Science ®Google Scholar
• Kremer, M., & Debo, L. (2016). Inferring quality from wait time. Management Science, 62(10), 3023–3038.
   Web of Science ®Google Scholar
• Kumar, A., & Gilovich, T. (2016). To do or to have, now or later? The preferred consumption profiles of material and experiential purchases. Journal of Consumer Psychology, 26(2), 169–178.
   Web of Science ®Google Scholar
• Kuo, Y. F., & Wu, C. M. (2012). Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions. International Journal of Information Management, 32(2), 127–138.
   Web of Science ®Google Scholar
• Law, A. K., Hui, Y. V., & Zhao, X. (2004). Modeling repurchase frequency and customer satisfaction for fast food outlets. International Journal of Quality & Reliability Management, 21(5), 545–563.
   Google Scholar
• Lehmann, C. (2019). Theoretical investigation. In A. Picot, R. Reichwald, E. Franck, & K. M. Möslein (Eds.), Exploring service productivity (pp. 223–227). Wiesbaden: Springer Gabler.
   Google Scholar
• Liu, S. A., Gong, J., Ma, L., & Yu, M. (Eds.). (2017, May). Influence of waiting times on customer loyalty and queueing behavior in call centers. In Proceedings of the 2017 29th Chinese control and decision conference, CCDC (pp. 1130–1134). Chongqin: IEEE.
   Google Scholar
• Maxham, J. G., III & Netemeyer, R. G. (2003). Firms reap what they sow: The effects of shared values and perceived organizational justice on customers’ evaluations of complaint handling. Journal of Marketing, 67(1), 46–62.
   Web of Science ®Google Scholar
• McDonnell, J. (2007). Music, scent and time preferences for waiting lines. International Journal of Bank Marketing, 25(4), 223–237.
   Google Scholar
• McGuire, K. A., Kimes, S. E., Lynn, M., Pullman, M. E., & Lloyd, R. C. (2010). A framework for evaluating the customer wait experience. Journal of Service Management, 21(3), 269–290.
   Web of Science ®Google Scholar
• McQuilken, L., & Robertson, N. (2011). The influence of guarantees, active requests to voice and failure severity on customer complaint behavior. International Journal of Hospitality Management, 30(4), 953–962.
   Web of Science ®Google Scholar
• Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: A framework and empirical investigation. Journal of Operations Management, 18(4), 387–400.
   Web of Science ®Google Scholar
• Nadiri, H., & Hussain, K. (2005). Diagnosing the zone of tolerance for hotel services. Managing Service Quality: An International Journal, 15(3), 259–277.
   Google Scholar
• Namkung, Y., & Jang, S. C. (2010). Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European Journal of Marketing, 44(9/10), 1233–1259.
   Web of Science ®Google Scholar
• Nie, W. (2000). Waiting: Integrating social and psychological perspectives in operations management. Omega, 28(6), 611–629.
   Web of Science ®Google Scholar
• Nikbin, D., Marimuthu, M., & Hyun, S. S. (2016). Influence of perceived service fairness on relationship quality and switching intention: An empirical study of restaurant experiences. Current Issues in Tourism, 19(10), 1005–1026.
   Web of Science ®Google Scholar
• Nikbin, D., Marimuthu, M., Hyun, S. S., & Ismail, I. (2015). Relationships of perceived justice to service recovery, service failure attributions, recovery satisfaction, and loyalty in the context of airline travelers. Asia Pacific Journal of Tourism Research, 20(3), 239–262.
   Web of Science ®Google Scholar
• Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating service quality as a second-order factor in a customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29(12), 2978–3005.
   Web of Science ®Google Scholar
• Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. The Journal of Marketing, 53(2), 21–35.
   Web of Science ®Google Scholar
• Orsingher, C., Valentini, S., & de Angelis, M. (2010). A meta-analysis of satisfaction with complaint handling in services. Journal of the Academy of Marketing Science, 38(2), 169–186.
   Web of Science ®Google Scholar
• Peevers, G., McInnes, F., Morton, H., Matthews, A., & Jack, M. A. (2009). The mediating effects of brand music and waiting time updates on customers’ satisfaction with a telephone service when put on-hold. International Journal of Bank Marketing, 27(3), 202–217.
   Google Scholar
• Porter, S. (2018, September 25). Hotpot chain Haidilao on fire ahead of Hong Kong listing. BBC News Singapore. Retrieved from https://www.bbc.com/news/business-45636106
   Google Scholar
• Pruyn, A., & Smidts, A. (1998). Effects of waiting on the satisfaction with the service: Beyond objective time measures. International Journal of Research in Marketing, 15(4), 321–334.
   Web of Science ®Google Scholar
• Sandmann, W. (2013). Quantitative fairness for assessing perceived service quality in queues. Operational Research, 13(2), 153–186.
   Web of Science ®Google Scholar
• Sengupta, A. S., Balaji, M. S., & Krishnan, B. C. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665–674.
   Web of Science ®Google Scholar
• Siu, N. Y. M., Zhang, T. J. F., & Yau, C. Y. J. (2013). The roles of justice and customer satisfaction in customer retention: A lesson from service recovery. Journal of Business Ethics, 114(4), 675–686.
   Web of Science ®Google Scholar
• Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60–76.
   Web of Science ®Google Scholar
• Thompson, G. M. (2003). Optimizing restaurant-table configurations: Specifying combinable tables. The Cornell Hotel and Restaurant Administration Quarterly, 44(1), 53–60.
   Google Scholar
• Ting, C. T., Huang, Y. S., Pan, S. C., & Lin, C. T. (Eds.). (2016, July). Evaluating the benefits of consumer revisitation intentions for restaurants in Taiwan. In Proceedings of the 2016 5th IIAI international congress on advanced applied informatics, IIAI-AAI (pp. 1221–1222). Kumamoto: IEEE.
   Google Scholar
• Törnblom, K. Y., & Vermunt, R. (Eds.). (2016). Introduction: Distributive and procedural justice. In Distributive and procedural justice (pp. 17–28). London: Routledge.
   Google Scholar
• van Doorn, J., & Verhoef, P. C. (2008). Critical incidents and the impact of satisfaction on customer share. Journal of Marketing, 72(4), 123–142.
   Web of Science ®Google Scholar
• van Jaarsveld, D. D., Restubog, S. L. D., Walker, D. D., & Amarnani, R. K. (2015). Misbehaving customers. Organizational Dynamics, 44(4), 273–280.
   Web of Science ®Google Scholar
• van Riel, A. C., Semeijn, J., Ribbink, D., & Bomert-Peters, Y. (2012). Waiting for service at the checkout: Negative emotional responses, store image and overall satisfaction. Journal of Service Management, 23(2), 144–169.
   Web of Science ®Google Scholar
• van Vaerenbergh, Y., Hazée, S., & Costers, A. (2018). Customer participation in service recovery: A meta-analysis. Marketing Letters, 29(4), 465–483.
   Web of Science ®Google Scholar
• van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103–119.
   Web of Science ®Google Scholar
• von Bergh, D. G., Ghijsen, P. W. T., Gelderman, C. J., & Tuninga, R. S. J. (2015). Waiting in multi-stage services: An exploration across service industries. International Journal of Business and Globalisation, 14(2), 187–207.
   Google Scholar
• Voorhees, C. M., Fombelle, P. W., Grégoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017). Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens. Journal of Business Research, 79, 269–280.
   Web of Science ®Google Scholar
• Walsh, G., & Mitchell, V. W. (2010). The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction. European Journal of Marketing, 44(6), 838–859.
   Web of Science ®Google Scholar
• Williams, J. D., & Henderson, G. R. (2011). Discrimination and injustice in the marketplace. In D. Mick, S. Pettigrew, C. Pechmann, & J. Ozanne (Eds.), Transformative consumer research for personal and collective well-being: Reviews and frontiers (pp. 171–190). Boca Raton, FL: Taylor & Francis.
   Google Scholar
• Yu, P. (2018, July 18). The average queuing time for meal of Chinese people is 86 hours a year and Shanghai ranks first. Retrieved from http://news.sina.com.cn/s/2018-07-18/doc-ihfnsvza1332555.shtml
   Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12.
   Google Scholar