Communication - Timeliness

RC = (C(T)(A)(CL)) + SL 

T = Timeliness...  A client wants and expects timely information regarding the status of the service process.  They do not want to wait.  The longer the timespan is between the their thought "I wonder what the status is" and when they actually receive the status, the further they move along the continuum towards becoming an angry client.  Conversely, the shorter the timespan is between their desire for an update and the receipt of the status, the closer they move along the continuum towards becoming a raving client.  Here's the focus point: If the time between the want and the receipt of the status information is instantaneous, the "timeliness" variable in the raving client equation has been maximized.