The effects of filled waiting time and service provider control over the delay on evaluations of service |
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Authors: | Shirley Taylor |
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Institution: | (1) the School of Business, Queen’s University, K7L 3N6 Kingston, Ontario, Canada |
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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.
She received her Ph.D. from the University of British Columbia. |
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Keywords: | |
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