 Waiting time can be while the customer is in store, waiting in line to check out or even purchase a coffee/wait for it to be made, but it also includes virtual checkouts, delivery, how long you are on hold with on the phone (Stein, & Ramaseshan, 2016).Navigation and service look at the accessibility and ease for the consumer to get around the store, both virtual and brick and mortar stores.It can also come down to how easy the business has made the process of returning goods, whether they are faulty, wrong size, or if the customer has simply decided they no longer want it (Stein, & Ramaseshan, 2016).