Delays and the dynamics of service evaluations |
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Authors: | Shirley Taylor John D Claxton |
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Institution: | (1) the School of Business, Queen’s University, Kingston, Ontario;(2) the Faculty of Commerce and Business Administration at the University of British Columbia, USA |
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Abstract: | In this study, we examine the stability of evaluations and relative importance weights in linear compensatory service performance
evaluations when customers are delayed. We postulate that even within one specific service, a consumer’s evaluation model
may differ depending on the service experience. In an empirical study comparing delayed and nondelayed airline passengers,
we found that evaluations of punctuality and overall service quality differed between those experiencing a delay and those
who did not. More significantly, the delay also affected other service attribute evaluations and the relative importance of
the various service attributes in the prediction of overall service evaluation. Preliminary explanations for these results,
based on attribute salience and mood research, are discussed.
She received her Ph.D. from the University of British Columbia.
He received his Ph.D. from the University of Western Ontario. |
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Keywords: | |
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