Staff Publications

Staff Publications

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    'Staff publications' is the digital repository of Wageningen University & Research

    'Staff publications' contains references to publications authored by Wageningen University staff from 1976 onward.

    Publications authored by the staff of the Research Institutes are available from 1995 onwards.

    Full text documents are added when available. The database is updated daily and currently holds about 240,000 items, of which 72,000 in open access.

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Record number 319515
Title Consumer Perception and Evaluation of Waiting Time : A Field Experiment
Author(s) Antonides, G.; Verhoef, P.C.; Aalst, M. van
Source Journal of Consumer Psychology 12 (2002)3. - ISSN 1057-7408 - p. 193 - 202.
DOI https://doi.org/10.1207/S15327663JCP1203_02
Department(s) Economics of Consumers and Households Group
MGS
Publication type Refereed Article in a scientific journal
Publication year 2002
Abstract We varied telephone waiting times for a commercial service in 2 different experiments. In the 1st experiment, the telephone rate was either 0 or fixed at Dfl 1 (approximately$0.40)per minute. Consumer perceptions of waiting times could be described best by a psychophysical power function. Furthermore, wait evaluations were mainly influenced by the difference between the consumers' acceptable and perceived waiting times. The negative effect of perceived waiting time on wait evaluations was increased by the monetary costs of waiting. In the 2nd experiment, the waiting times were filled in different ways: with music, queuing information, and information about expected waiting time. Information about the expected waiting time significantly reduced the over estimation of waiting time, although it increased the negative effect of perceived waiting time on wait evaluations.
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