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| Author: | Hui, M.K. Tse, D.K. |
| Title: | What to tell consumers in waits of different lengths. An integrative model of service evaluation (Verbraucherforschung) |
| Journal: | Journal of Marketing
1996 : APR, VOL. 60:6, p. 81-90 |
| Index terms: | |
| Freeterms: | KUNDENDIENST, DIENSTLEISTUNGSBETRIEB, KUNDE |
| Language: | eng |
| Abstract: | Waiting time is a pivotal factor in consumers' evaluation of services. Ample evidence has shown that waiting has negative effects on service evaluation. To reduce these negative effects, service organizations can provide information about the expected length of a wait, or about the consumer's position in the queue. The authors conduct an experimental study to examine the impact of these two types of waiting information on consumers' reaction to waits of different lengths. They conclude with a discussion of research and managerial implications. |
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