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Interaction between two types of information on reactions to delays

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  • Michael Hui
  • Alan Tse
  • Lianxi Zhou

Abstract

This 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

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  • Michael Hui & Alan Tse & Lianxi Zhou, 2006. "Interaction between two types of information on reactions to delays," Marketing Letters, Springer, vol. 17(2), pages 151-162, April.
    • Handle: RePEc:kap:mktlet:v:17:y:2006:i:2:p:151-162
    DOI: 10.1007/s11002-006-5927-3
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    References listed on IDEAS

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    Cited by:

    1. Chung-Te Ting & Yu-Sheng Huang & Cheng-Te Lin & Szu-Chin Pan, 2019. "Evaluation of Consumers’ WTP for Service Recovery in Restaurants: Waiting Time Perspective," Administrative Sciences, MDPI, vol. 9(3), pages 1-18, August.
    2. 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.
    3. Garaus, Marion & Wagner, Udo, 2019. "Let me entertain you – Increasing overall store satisfaction through digital signage in retail waiting areas," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 331-338.
    4. Zhang, Xiaoyang & Chen, Tong & Chen, Qiao & Li, Xueya, 2020. "Increasing pool funds in public goods: The effects of deposit-based delayed rewards," Chaos, Solitons & Fractals, Elsevier, vol. 140(C).
    5. Jeanne Lallement, 2010. "L'impact de la pression temporelle sur le traitement des informations," Post-Print hal-01488477, HAL.
    6. 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.

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