Consumer Perception and Evaluation of Waiting Time: A Field Experiment
- 25 January 2002
- journal article
- Published by Wiley in Journal of Consumer Psychology
- Vol. 12 (3) , 193-202
- https://doi.org/10.1207/s15327663jcp1203_02
Abstract
Telephone waiting times for a commercial service were varied in two different experiments. Inthe first experiment, the telephone rate was either zero or fixed at Dfl.1.- (approx. $0.40) perminute. Consumer perceptions of waiting times could be described best by a psychophysicalpower function. Furthermore, wait evaluations were mainly influenced by the difference betweenthe consumers" acceptable and perceived waiting times. The negative effect of perceived waitingtime on wait evaluations...Keywords
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