The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Waiting for Service: The Relationship between Delays and Evaluations of Service
Abstract
Delays in service are becoming increasingly common; yet their effects on service evaluations are relatively unknown. The author presents a model of the wait experience, which assesses the effects of delay duration, attribution for the delay, and degree to which time is filled, on affective and evaluative reactions to the delay. An empirical test of the model with delayed airline passengers reveals that delays do affect service evaluations; however, this impact is mediated by negative affective reactions to the delay. The degree to which the service provider is perceived to have control and the degree to which the delayed customer's time is filled also indirectly affect service evaluations, mediated by the customers’ affective reactions of uncertainty and anger.
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Citations
Cites
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
An attributional theory of achievement motivation and emotion
Weiner, B. (1985) · Psychological Review · doi:10.1037/0033-295x.92.4.548 · Cited by 7,846
Cited by
The Role of Emotions in Marketing
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999) · Journal of the Academy of Marketing Science · doi:10.1177/0092070399272005 · Cited by 3,349
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) · Journal of Marketing · doi:10.2307/1252161 · Cited by 2,723
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.2.120.18470 · Cited by 2,257
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Metadata
- Authors
- Taylor, S.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1994-04
- Volume
- 58
- Issue
- 2
- Pages
- 56-69
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2042124062
- Cited by
- 946
- References
- 2
- FWCI
- 24.83
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
