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We adopt a behavioral model in which customers respond to quoted lead times but do not interact strategically. We model the system as an unobservable queue. Customers decide whether to join based on their expected waiting cost, a function of both the quote and their expected sojourn time. The provider chooses lead-time quotes to maximize its expected revenues minus a loss of goodwill associated with customer dissatisfaction, a function of the quotes and the customers\u2019 actual sojourn times. We prove that a threshold-like policy is optimal for the provider. In the presence of a piecewise linear loss-of-goodwill function, we characterize the optimal threshold and the quotes for each number of customers in the system. We also consider endogenous arrival rates driven by goodwill and show the existence and properties of a steady-state solution. These policies can inform the design of lead-time quotation for service providers, especially small and medium-sized enterprises (SMEs).\n                  <\/jats:p>","DOI":"10.1007\/s11134-026-09997-y","type":"journal-article","created":{"date-parts":[[2026,7,1]],"date-time":"2026-07-01T16:07:30Z","timestamp":1782922050000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":0,"title":["Lead-time quotation with ex-ante and ex-post customer reference effects"],"prefix":"10.1007","volume":"110","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-5280-0518","authenticated-orcid":false,"given":"Riccardo","family":"Mogre","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Tava Lennon","family":"Olsen","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Valery","family":"Pavlov","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2026,7,1]]},"reference":[{"key":"9997_CR1","unstructured":"IMRG: IMRG UK consumer home delivery review 2018\/19 (2019). https:\/\/www.imrg.org\/"},{"issue":"5","key":"9997_CR2","doi-asserted-by":"publisher","first-page":"20","DOI":"10.1108\/08876049510100281","volume":"9","author":"G Tom","year":"1995","unstructured":"Tom, G., Lucey, S.: Waiting time delays and customer satisfaction in supermarkets. 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