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How tolerable is delay? : Consumers' evaluations of internet web sites after waiting

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Author Info
Dellaert, B.G.C.
Kahn, B.E. (Tilburg University, Center for Economic Research)

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Abstract

How consumer's waiting times affect their retrospective evaluations of Internet Web Sites is investigated in four computer-based experiments. Results show that waiting can but does not always negatively affect evaluations of Web Sites. Results also show that the potential negative effects of waiting can be neutralized by managing waiting experiences effectively. A conceptual framework and formal random utility model is introduced.

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Paper provided by Tilburg University, Center for Economic Research in its series Discussion Paper with number 64.

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Date of creation: 1998
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Handle: RePEc:dgr:kubcen:199864

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Find related papers by JEL classification:
M31 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Marketing
D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis

References listed on IDEAS
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.:

  1. Leclerc, France & Schmitt, Bernd H & Dube, Laurette, 1995. " Waiting Time and Decision Making: Is Time like Money?," Journal of Consumer Research: An Interdisciplinary Quarterly, University of Chicago Press, vol. 22(1), pages 110-19, June.
  2. Truong, Truong P & Hensher, David A, 1985. "Measurement of Travel Time Values and Opportunity Cost from a Discrete-Choice Model," Economic Journal, Royal Economic Society, vol. 95(378), pages 438-51, June. [Downloadable!] (restricted)
  3. Graham, Robert J, 1981. " The Role of Perception of Time in Consumer Research," Journal of Consumer Research: An Interdisciplinary Quarterly, University of Chicago Press, vol. 7(4), pages 335-42, March.
  4. Menon, Satya & Kahn, Barbara E, 1995. " The Impact of Context on Variety Seeking in Product Choices," Journal of Consumer Research: An Interdisciplinary Quarterly, University of Chicago Press, vol. 22(3), pages 285-95, December.
  5. Kahneman, Daniel & Wakker, Peter P & Sarin, Rakesh, 1997. "Back to Bentham? Explorations of Experienced Utility," The Quarterly Journal of Economics, MIT Press, vol. 112(2), pages 375-405, May.
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Cited by:
(explanations, 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.)

  1. Gary Charness & Ernan haruvy & Doron Sonsino, 2001. "Social Distance and Reciprocity: The Internet vs. the Laboratory," University of California at Santa Barbara, Economics Working Paper Series wp10-01, Department of Economics, UC Santa Barbara. [Downloadable!]
  2. Emin Dinlersoz & Han Li, 2006. "The shipping strategies of internet retailers: Evidence from internet book retailing," Quantitative Marketing and Economics, Springer, vol. 4(4), pages 407-438, December. [Downloadable!] (restricted)
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