haku: @author Taylor, S. / yhteensä: 28
viite: 21 / 28
| Tekijä: | Taylor, S. |
| Otsikko: | Waiting for service: the relationship between delays and evaluations of service |
| Lehti: | Journal of Marketing
1994 : APR, VOL. 58:2, p. 56-69 |
| Asiasana: | SERVICE EVALUATION TIME |
| Kieli: | eng |
| Tiivistelmä: | Delays in service are becoming increasingly common; yet their effects on service evaluations are relatively unknown. The author presents a model of the wait experience, which assesses the effects of delay duration, attribution for delay, and degree to which time is filled, on affective and evaluative reactions to the delay. The degree to which the service provider is perceived to have control and the degree to which the delayed customer's time is filled also indirectly affect service evaluations, mediated by the customers' affective reactions of uncertainty and anger. |
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