The effects of filled waiting time and service provider control over the delay on evaluations of service - Taylor, Shirley (Journal of the Academy of Marketing Science, 1995)
https://katalog.adlr.link/Record/ai-49-aHR0cDovL2R4LmRvaS5vcmcvMTAuMTAwNy9iZjAyODk0NjEw