TITLE

Consumers' Reactions to Waiting: When Delays Affect the Perception of Service Quality

AUTHOR(S)
Dubé-Rioux, Laurette; Schmitt, Bernd H.; Leclerc, France
PUB. DATE
January 1989
SOURCE
Advances in Consumer Research;1989, Vol. 16 Issue 1, p59
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
In two experimental studies we tested the prediction derived from Lewin's field theory that consumers who encounter a delay during the pre-process and post-process phase of a restaurant visit will evaluate the service provided more negatively than customers who experience a delay during the in-process phase. We further predicted that the degree of uncertainty about the length of the delay and an individual's need state would influence his or her perception of a delay and evaluation of the restaurant service. Results of experiment 1 strongly supported the point of delay hypothesis. In experiment 2, we found an interaction of need state and point of delay. The certainty hypothesis did not receive empirical support.
ACCESSION #
6487680

 

Related Articles

  • Consumers' Behaviour towards the Online Travel Related Transactions in Unorganized Environment. Nath, Chimun Kumar // Drishtikon: A Management Journal;2011, Vol. 2 Issue 1, p217 

    This study explores consumer behavior in online travel-related transactions, with a view to improving overall understanding of the key influences of a firm's online performance. Trust as a part of consumer behaviour has been identified as a key challenge for the rapid growth and development of...

  • A Catastrophe Model for Developing Service Satisfaction Strategies. Oliva, Terence A.; Oliver, Richard L.; MacMillan, Ian C. // Journal of Marketing;Jul1992, Vol. 56 Issue 3, p83 

    Customer satisfaction/dissatisfaction has become an important issue for marketing practitioners. The authors examine the issue in terms of customer service. In particular, practitioners and academicians have noted that simply investing in greater service delivery may not return the cost of the...

  • For Indignation, Press 1.  // Money;Jan2006, Vol. 35 Issue 1, p26 

    The article notes that a recent Customer Rage Survey has found some problems with the state of customer service in America. Whether you want an apology or restitution, a spokesman for the survey says to offer the same respect you see.

  • THE IMPACT OF THE TYPE, FREQUENCY, AND QUALITY OF CUSTOMER CONTACT ON CUSTOMER SATISFACTION. Rice, Marshall // AMA Winter Educators' Conference Proceedings;2005, Vol. 16, p1 

    This paper presents an investigation of the impact of 81 distinct types of customer contact on customer satisfaction. Data from 8,836 respondents support the finding that customer satisfaction is improved by increasing contact points. In addition, certain types of contact and quality of contact...

  • To Have and to Hold? Implications of Disposition Tendencies for Consumer Research. Naylor, Rebecca W.; Bearden, William O.; Coulter, Robin // Advances in Consumer Research;2008, Vol. 35, p764 

    Much of consumer research focuses on the acquisition of products and the various considerations and processes that determine how consumers make acquisition decisions. The three phases of consumption (i.e., acquisition, consumption, and disposition) are typically viewed as sequential, rather than...

  • The Customer Penalty Box. Fram, Eugene H. // Marketing Management;Fall97, Vol. 6 Issue 3, p60 

    The article contemplates on the reasonableness of imposing customer service fees to clients. The author made it a point that penalty policies are reasonable if they compensate sellers for losses in situations where customers are unable or unwilling to complete their purchase contracts. That...

  • Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers. Ganesh, Jaishankar; Arnold, Mark J.; Reynolds, Kristy E. // Journal of Marketing;Jul2000, Vol. 64 Issue 3, p65 

    Creating and maintaining customer loyalty has become a strategic mandate in today's service markets. Recent research suggests that customers differ in their value to a firm, and therefore customer retention and loyalty-building efforts should not necessarily be targeted to all customers of a...

  • The Behavioral Consequences of Service Quality. Zeithaml, Valarie A.; Berry, Leonard L.; Parasuraman, A. // Journal of Marketing;Apr96, Vol. 60 Issue 2, p31 

    If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers' behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that...

  • IMPACT OF SERVICE ENCOUNTERS CUSTOMER PARTICIPATION ON PERCEIVED SERVICE QUALITY. Dan, Micuda Ion // Young Economists Journal / Revista Tinerilor Economisti;Apr2010, Vol. 8 Issue 14, p69 

    The categorization and classification of service encounters brings to the front the issue of the customer participation in these service settings. This participation can take various forms and can greatly influence customer perceptions about service quality. The current paper tries to bring...

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics