The waiting game

The role of predicted value, wait disconfirmation, and providers' actions in consumers' service evaluations

Ruoh Nan Yan, Sherry L Lotz

Research output: Contribution to journalArticle

15 Citations (Scopus)

Abstract

Management of consumer waiting experiences is critical for practitioners in that unpleasant waiting experiences may result in negative service evaluations. This paper develops a conceptual framework in which predicted value of service, wait expectation (conceptualized as "consumer zone of wait tolerance" derived from the service literatures), wait disconfirmation (consumers' comparisons between wait expectations and perceptions), and affective response to waiting are proposed to directly or indirectly affect service experience evaluation. In addition, this paper proposes that actions of the service provider moderate the relationship between affective response to waiting and service experience evaluation. Conclusions and contributions are discussed.

Original languageEnglish (US)
Pages (from-to)412-418
Number of pages7
JournalAdvances in Consumer Research
Volume33
StatePublished - 2006

Fingerprint

Service evaluation
Disconfirmation
Consumer services
Service experience
Evaluation
Service provider
Conceptual framework
Tolerance

ASJC Scopus subject areas

  • Marketing
  • Economics and Econometrics
  • Applied Psychology

Cite this

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