@article {1974636,
	title = {Waiting for Service at the Checkout: Negative Emotional Responses, Store Image and Overall Satisfaction},
	journal = {Journal of Service Management},
	volume = {23},
	year = {2012},
	month = {2012},
	pages = {144-169},
	keywords = {OSU-Cascades, Supply Chain},
	author = {van Riel,Allard C.R. and Semeijn,Janjaap and Ribbink,Dina and Bomert-Peters,Yvette}
}