What to Tell Consumers in Waits of Different Lengths : An Integrative Model of Service Evaluation  

Oleh:

Tse, David K. ; Hui, Michael K.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Marketing (EBSCO) vol. 60 no. 2 (1996), page 81-90.
Topik: CONSUMERS; consumers; integrative model; service evaluation

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ94.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

The authors conduct an experimental study to examine the impact of two types of waiting information - waiting - duration information and queuing information - on consumers' reactions to waits of different lengths. The authors test a model that includes three different constructs - perceived waiting duration, acceptability of the wait, and affective response to the wait - as mediators between waiting information and service evaluation. Results show that though acceptability of the wait and affective response to the wait have a significant mediating effect on the relationship between waiting information and service evaluation, perceived waiting duration does not. Moreover, neither type of information has significant impact in the short - wait condition, whereas waiting - duration information has greater impact than queuing information in the intermediate - wait condition and a smaller impact in the long - wait condition. The authors conclude with a discussion of research and managerial implications.

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