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Article: What to tell consumers in waits of different lengths: An integrative model of service evaluation
Title | What to tell consumers in waits of different lengths: An integrative model of service evaluation |
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Authors | |
Issue Date | 1996 |
Publisher | American Marketing Association. The Journal's web site is located at http://www.marketingpower.com |
Citation | Journal Of Marketing, 1996, v. 60 n. 2, p. 81-90 How to Cite? |
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. |
Persistent Identifier | http://hdl.handle.net/10722/177855 |
ISSN | 2023 Impact Factor: 11.5 2023 SCImago Journal Rankings: 11.799 |
ISI Accession Number ID | |
References |
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Hui, MK | en_US |
dc.contributor.author | Tse, DK | en_US |
dc.date.accessioned | 2012-12-19T09:40:35Z | - |
dc.date.available | 2012-12-19T09:40:35Z | - |
dc.date.issued | 1996 | en_US |
dc.identifier.citation | Journal Of Marketing, 1996, v. 60 n. 2, p. 81-90 | en_US |
dc.identifier.issn | 0022-2429 | en_US |
dc.identifier.uri | http://hdl.handle.net/10722/177855 | - |
dc.description.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. | en_US |
dc.language | eng | en_US |
dc.publisher | American Marketing Association. The Journal's web site is located at http://www.marketingpower.com | en_US |
dc.relation.ispartof | Journal of Marketing | en_US |
dc.title | What to tell consumers in waits of different lengths: An integrative model of service evaluation | en_US |
dc.type | Article | en_US |
dc.identifier.email | Tse, DK: davidtse@hku.hk | en_US |
dc.identifier.authority | Tse, DK=rp01100 | en_US |
dc.description.nature | link_to_subscribed_fulltext | en_US |
dc.identifier.doi | 10.2307/1251932 | - |
dc.identifier.scopus | eid_2-s2.0-0030548126 | en_US |
dc.relation.references | http://www.scopus.com/mlt/select.url?eid=2-s2.0-0030548126&selection=ref&src=s&origin=recordpage | en_US |
dc.identifier.volume | 60 | en_US |
dc.identifier.issue | 2 | en_US |
dc.identifier.spage | 81 | en_US |
dc.identifier.epage | 90 | en_US |
dc.identifier.isi | WOS:A1996UD08800006 | - |
dc.publisher.place | United States | en_US |
dc.identifier.scopusauthorid | Hui, MK=7005746406 | en_US |
dc.identifier.scopusauthorid | Tse, DK=7101916504 | en_US |
dc.identifier.issnl | 0022-2429 | - |