What is going on when nothing is going on? Exploring the role of the consumer in shaping waiting situations

Research on waiting in services focuses mainly on the role of companies in waiting situations. Much of the existing research envisages the consumer as a passive victim of the delays caused by companies. This article redresses the imbalance in research on waiting by exploring the role of consumers in waiting situations. A qualitative methodology is used, involving data collection through in‐depth interviews and personal diaries, to facilitate an in‐depth analysis of consumers’ waiting experiences. Additionally, a holistic approach is employed with a view to examining the ‘whole’ waiting experience rather than individual or isolated aspects of waiting. The main finding of the study is that consumers play an active and deliberate role in waiting situations. This is the first study to empirically identify the behaviours and initiatives undertaken by consumers when forced to wait for services. The results suggest that consumers play an active role in organising and reducing the real or perceived waiting time. They actively seek information on the length and causes of the wait. And, on occasions, the consumer may also be the cause of the wait or may even increase the delay by their actions. In contrast to most of the existing research on the topic of waiting, this study adopt a qualitative, in‐depth approach, with a multicultural sample, and a focus on the consumer whose role in waiting has previously been overlooked.     

The use of positively and negatively phrased items and the fit of a factor solution

To avoid the response set phenomenon, in handbooks it is suggested to compose item batteries of both positively and negatively formulated items. However, while doing a factor analysis, researchers usually neglect the effect this may have on the fit of the factor solution. In that case, the fit between a plausibly interpretable factor solution and the observed correlations may prove to be very unsatisfactory. In our opinion, however when both positively and negatively formulated items are used, it seems unrealistic to base the factor analysis on the content of the items only; also the difference in phrasing may influence the intercorrelations of the items. In this paper we discuss some possible additional assumptions in consequence of this consideration and we examine to what extent the deriving analysis decisions may improve the fit.     

Implementing technology-forcing policies: The 1970 Clean Air Act Amendments and the introduction of advanced automotive emissions controls in the United States

Technology forcing is a strategy where a regulator specifies a standard that cannot be met with existing technology, or at least not at an acceptable cost. Using the 1970 U.S. Clean Air Act for controlling automobile emissions as a baseline example, we demonstrate the importance of the regulatory implementation process if regulations are to foster technological change. The 1970 legislation required steep emissions reductions for new 1975 and 1976 automobiles, which presented automakers with major technical and economic challenges. Nevertheless, the U.S. Environmental Protection Agency successfully forced the adoption of two marquee control technologies—the catalytic converter in 1975 and the three-way catalyst in 1981. We focus on three factors critical to the implementation process: agency credibility to enforce standards, competitive pressures to drive industry research and development, and uncertainty about technological development.     

Factors That Impact the Reporting of Customer aggression and Agency decisions to Correct Customer Aggression

Employee Responsibilities and Rights Journal - Most research concerning customer aggression focuses on antecedents of customer aggression, the coping strategies targets of customer aggression use,...     

Competition under revenue-cap regulation with efficiency benchmarking: tariff related incentives for gas transmission system operators in merged markets

Journal of Regulatory Economics - In Europe, gas market mergers aim at reducing restrictions on gas wholesale markets. Market mergers also allow network users to book transport capacity at...     

Advertising as Information: Matching Products to Buyers

We consider communication of quality via cheap talk and dissipative advertising expenditures, when consumers have heterogeneous tastes for quality, and price information must be acquired through costly search. For search pods, cheap talk communicates quality when fixed costs are roughly constant across quality levels, while if fixed costs vary greatly with quality, then firms having the higher fixed-cost quality level use dissipative advertising. For experience goods, quality can be communicated by cheap talk in a range where low-quality firms have greater fixed costs, and low-quality firms use dissipative advertising if their fixed costs are greater still.