Interaction between two types of information on reactions to delays
AbstractThis study examines the effects of the interaction of two types of information about delays—information about the duration of a delay (delay duration information) and information about the reason for a delay (delay reason information)—on people’s reactions to delays. In this paper, we argue and demonstrate that the two types of delay information interact to affect attribution for the delay and perceived delay duration. The results obtained from an experimental study indicated that there was a stronger effect of delay reason information on attribution for the delay when delay duration information was absent than when the information was present. When no reason was given for the delay, the subjects attributed greater control to the service provider and perceived the delay to be longer when delay duration information was absent than when the information was present. Copyright Springer Science + Business Media, Inc. 2006
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Springer in its journal Marketing Letters.
Volume (Year): 17 (2006)
Issue (Month): 2 (April)
Contact details of provider:
Web page: http://www.springerlink.com/link.asp?id=100312
Delay; Information; Attribution; Control deprivation;
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Chebat, Jean-Charles & Filiatrault, Pierre & Gelinas-Chebat, Claire & Vaninsky, Alexander, 1995. "Impact of waiting attribution and consumer's mood on perceived quality," Journal of Business Research, Elsevier, vol. 34(3), pages 191-196, November.
- Antonides, G. & Verhoef, P.C., 2000. "Consumer Perception and Evaluation of Waiting Time," Research Paper ERS-2000-35-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus Uni.
- Krishnamurthy, Parthasarathy & Kumar, Piyush, 2002. "Self-Other Discrepancies in Waiting Time Decisions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 87(2), pages 207-226, March.
- Jacoby, Jacob & Szybillo, George J & Berning, Carol Kohn, 1976. " Time and Consumer Behavior: An Interdisciplinary Overview," Journal of Consumer Research, University of Chicago Press, vol. 2(4), pages 320-39, March.
- Dabholkar, Pratibha A. & Sheng, Xiaojing, 2009. "The role of perceived control and gender in consumer reactions to download delays," Journal of Business Research, Elsevier, vol. 62(7), pages 756-760, July.
- Rodolfo Vázquez-Casielles & Ana del Río-Lanza & Ana Díaz-Martín, 2007. "Quality of past performance: Impact on consumers’ responses to service failure," Marketing Letters, Springer, vol. 18(4), pages 249-264, December.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Guenther Eichhorn) or (Christopher F. Baum).
If references are entirely missing, you can add them using this form.