스마트폰 사용이 고객의 대기경험 및 서비스 품질 평가에 미치는 영향에 대한 연구

A Study on the Effects of Customers' Smartphone Use on their Waiting Experience and Service Quality Evaluation

Recently, the service providers are making various attempts to provide smartphone applications for waiting information in order for customers to perceive waiting time short. This research, therefore, investigates the impact of smartphone use on the waiting experience and provide service organizations with effective measures for managing customers' waiting. As a result of this study, utilization of smartphone during the waiting period shows the positive impact on perceived waiting time, acceptability, and emotional response. Among these, the largest impact appears on the acceptability of waiting that has the largest impact on the perceived service quality. In addition, results reveal that smartphone users shows more positive waiting experience than non-users who read newspapers or magazines, watch TV, or do nothing.