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Titolo:
WHAT TO TELL CONSUMERS IN WAITS OF DIFFERENT LENGTHS - AN INTEGRATIVEMODEL OF SERVICE EVALUATION
Autore:
HUI MK; TSE DK;
Indirizzi:
HONG KONG UNIV SCI & TECHNOL KOWLOON HONG KONG CONCORDIA UNIV MONTREAL PQ H3G 1M8 CANADA CITY UNIV HONG KONG,DEPT BUSINESS & MANAGEMENT KOWLOON HONG KONG
Titolo Testata:
Journal of marketing
fascicolo: 2, volume: 60, anno: 1996,
pagine: 81 - 90
SICI:
0022-2429(1996)60:2<81:WTTCIW>2.0.ZU;2-2
Fonte:
ISI
Lingua:
ENG
Soggetto:
PERSONAL CONTROL; SATISFACTION; PERCEPTION; VALIDITY; STRESS; TIME;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
Citazioni:
30
Recensione:
Indirizzi per estratti:
Citazione:
M.K. Hui e D.K. Tse, "WHAT TO TELL CONSUMERS IN WAITS OF DIFFERENT LENGTHS - AN INTEGRATIVEMODEL OF SERVICE EVALUATION", Journal of marketing, 60(2), 1996, pp. 81-90

Abstract

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 different lengths. The authors test a model that includes three different constructs-perceived waiting duration, acceptability of the wait, and affective response to the wait-as mediators between waiting information and service evaluation. Results show that though acceptability of the wait and affective response to the wait have a significant mediating effect on the relationship between waiting information and service evaluation, perceived waiting duration does not. Moreover, neither type of information has significant impact in the short-wait condition, whereas waiting-duration information has greater impact than queuing information in the intermediate-wait condition and a smaller impact in the long-wait condition. The authors conclude with a discussion of research and managerial implications.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 11/07/20 alle ore 04:38:31