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The effects of filled waiting time and service provider control over the delay on evaluations of service

The effects of filled waiting time and service provider control over the delay on evaluations of... Abstract This article reports on an experiment that investigated the effects of a delay, perceived control over a delay, and the extent to which time was filled during the delay on various performance evaluations in a service encounter. It was determined that delays lower customers’ overall evaluations of service and of the tangible and reliability attributes of the service in particular. When delayed, performance evaluations were affected by whether the service provider was perceived to have control over the delay and whether the customer’s waiting time was filled. Overall performance evaluations and performance evaluations of tangibility, reliability, and responsiveness were highest when perceived service provider control was low and the waiting customer’s time was filled. These evaluations were lowest when perceived service provider control was high and waiting time was not filled. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of the Academy of Marketing Science Springer Journals

The effects of filled waiting time and service provider control over the delay on evaluations of service

Journal of the Academy of Marketing Science , Volume 23 (1): 11 – Dec 1, 1995

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References (32)

Publisher
Springer Journals
Copyright
1995 Academy of Marketing Science
ISSN
0092-0703
eISSN
1552-7824
DOI
10.1007/BF02894610
Publisher site
See Article on Publisher Site

Abstract

Abstract This article reports on an experiment that investigated the effects of a delay, perceived control over a delay, and the extent to which time was filled during the delay on various performance evaluations in a service encounter. It was determined that delays lower customers’ overall evaluations of service and of the tangible and reliability attributes of the service in particular. When delayed, performance evaluations were affected by whether the service provider was perceived to have control over the delay and whether the customer’s waiting time was filled. Overall performance evaluations and performance evaluations of tangibility, reliability, and responsiveness were highest when perceived service provider control was low and the waiting customer’s time was filled. These evaluations were lowest when perceived service provider control was high and waiting time was not filled.

Journal

Journal of the Academy of Marketing ScienceSpringer Journals

Published: Dec 1, 1995

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