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The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions

The effects of the service environment on affect and consumer perception of waiting time: An... The management of buyers’ perceptions of waiting time by service businesses may be critical to customer satisfaction. Although reducing actual waiting time is important, what managers view as a short time to wait may feel too long to customers. Relevant literature from architecture, environmental psychology, psychology, physiology, operations management, sociology, and marketing is integrated to build a conceptual model of how the service environment may influence affect and, in turn, waiting time perception. Based on this model, propositions about how specific service environment elements (e.g., lighting, color, temperature) may influence affect and time perception are presented. Finally, a research agenda and implications for service facility design are proposed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of the Academy of Marketing Science Springer Journals

The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions

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References (78)

Publisher
Springer Journals
Copyright
Copyright © Academy of Marketing Science 1996
ISSN
0092-0703
eISSN
1552-7824
DOI
10.1177/0092070396244005
Publisher site
See Article on Publisher Site

Abstract

The management of buyers’ perceptions of waiting time by service businesses may be critical to customer satisfaction. Although reducing actual waiting time is important, what managers view as a short time to wait may feel too long to customers. Relevant literature from architecture, environmental psychology, psychology, physiology, operations management, sociology, and marketing is integrated to build a conceptual model of how the service environment may influence affect and, in turn, waiting time perception. Based on this model, propositions about how specific service environment elements (e.g., lighting, color, temperature) may influence affect and time perception are presented. Finally, a research agenda and implications for service facility design are proposed.

Journal

Journal of the Academy of Marketing ScienceSpringer Journals

Published: Sep 1, 1996

Keywords: Negative Affect; Positive Affect; Service Environment; Consumer Research; Time Perception

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