Grewal, Dhruv, Julie Baker, Michael Levy and Glenn Voss (2003), “The Effects of Wait Expectations and Store Atmosphere Evaluations on Patronage Intentions in Service-Intensive Retail Stores,” Journal of Retailing, 79 (4), 259-268. Prior version of the paper received the Stanley C. Hollander Best Retailing Paper, Academy of Marketing Science 2002 and the M. Wayne DeLozier Best Conference Paper, Academy of Marketing Science 2002.
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