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

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 differen...

[1]  William T. Ross,et al.  Interpreting Interactions: Raw Means or Residual Means? , 1993 .

[2]  J. Hornik.  Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior , 1984 .

[3]  M. Hui,et al.  The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting , 1992 .

[4]  Dan Zakay,et al.  Time and human cognition : a life-span perspective , 1989 .

[5]  Richard C. Larson,et al.  OR Forum - Perspectives on Queues: Social Justice and the Psychology of Queueing , 1987, Oper. Res..

[6]  J. Averill.  Personal control over aversive stimuli and its relationship to stress. , 1973 .

[7]  Robert A. Davis,et al.  An Empirical Study of Salesforce Turnover , 1987 .

[8]  K. Ahmadi,et al.  Effects of Social Influences and Waiting on Time Judgment , 1984, Perceptual and motor skills.

[9]  Robert Rosenthal,et al.  Definition and interpretation of interaction effects. , 1989 .

[10]  J. Chébat,et al.  Interactive Effects of Musical and Visual Cues on Time Perception: An Application to Waiting Lines in Banks , 1993, Perceptual and motor skills.

[11]  E. E. Osuna.  The psychological cost of waiting , 1985 .

[12]  James J. Kellaris,et al.  The influence of music on consumers' temporal perceptions: Does time fly when you're having fun? , 1992 .

[13]  J. Russell,et al.  An approach to environmental psychology , 1974 .

[14]  P. Wilton,et al.  Models of Consumer Satisfaction Formation : An Extension , 1988 .

[15]  J. Lynch.  On the External Validity of Experiments in Consumer Research , 1982 .

[16]  R. Bagozzi,et al.  Public Service Advertisements: Emotions and Empathy Guide Prosocial Behavior , 1994 .

[17]  M. Hui,et al.  Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience , 1991 .

[18]  I. Ajzen,et al.  Understanding Attitudes and Predicting Social Behavior , 1980 .

[19]  R. Lutz.  Changing Brand Attitudes through Modification of Cognitive Structure , 1975 .

[20]  S. Folkman.  Personal control and stress and coping processes: a theoretical analysis. , 1984, Journal of personality and social psychology.

[21]  Richard P. Bagozzi,et al.  On the Use of Structural Equation Models in Experimental Designs , 1989 .

[22]  Mary Jo Bitner,et al.  Evaluating service encounters: The effects of physical surroundings and employee responses. , 1990 .

[23]  R. Westbrook,et al.  Intrapersonal Affective Influences on Consumer Satisfaction with Products , 1980 .

[24]  Jacob Hornik,et al.  The role of affect in consumers' temporal judgments , 1993 .

[25]  E. Langer,et al.  Crowding and cognitive control. , 1977 .

[26]  Shirley Taylor,et al.  Delays and the dynamics of service evaluations , 1994 .

[27]  G. L. Shostack,et al.  Service Positioning through Structural Change , 1987 .

[28]  E. Langer.  The Psychology Of Control , 1983 .