Individuals' choice behaviour in waiting situations

Allied Academies
Publication Type:
Journal Article
Academy of Marketing Studies Journal, 1997, 1 (1), pp. 22 - 26
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This paper shows that the propensity to interrupt and/or to not engage again into particular waiting situations is not solely depending on the actual time spent waiting. The examination indicates that individuals perceive value resulting from both the time spent waiting and the purpose of engaging into the focal waiting situation. Further, customer satisfaction/dissatisfaction with the focal waiting situation can arise as a consequence of perceived value for waiting and/or perceived value of the purpose of engaging into waiting. The propensity to interrupt and/or to not engage again into the focal waiting situation is modelled as choice behaviour accounting for perceived waiting time value and customer satisfaction/ dissatisfaction with waiting time.
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