HKUST Institutional Repository >
MARK Working Papers >
Please use this identifier to cite or link to this item:
|Title: ||What should we tell customers in different waiting durations : behavioral mechanisms and service evaluation|
|Authors: ||Hui, Michael K.|
Tse, David K.
|Keywords: ||Consumer behavior|
Service delivery process
Waiting duration information
|Issue Date: ||Oct-1994 |
|Series/Report no.: ||Marketing Working Paper Series ; MKTG 94.024|
|Abstract: ||This paper examines the effects of two types of information, waiting duration information (how long consumers will expect to wait) and queuing information (one's position in the waiting line), on consumers' reactions to waiting for services. An experimental study was conducted to examine three different variables: perceived wait duration, acceptability of the wait and affective response to the wait, as mediators between the two types of information and service evaluation. Results of the study show that the two types of information do not only reduce the uncertainty of the wait, but also facilitate the reappraisal of the wait as more acceptable to consumers. The latter effect also resulted in a cross-over effect of the two types of information on service evaluation with different lengths of wait.|
|Appears in Collections:||MARK Working Papers|
Files in This Item:
All items in this Repository are protected by copyright, with all rights reserved.