✦ LIBER ✦
How tolerable is delay?: Consumers’ evaluations of internet web sites after waiting
✍ Scribed by Benedict G.C. Dellaert; Barbara E. Kahn
- Publisher
- John Wiley and Sons
- Year
- 1999
- Tongue
- English
- Weight
- 209 KB
- Volume
- 13
- Category
- Article
- ISSN
- 1094-9968
No coin nor oath required. For personal study only.
✦ Synopsis
A B S T R A C T
The effect of waiting times on consumers' 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. They also show that the potential negative effects of waiting can be neutralized by effectively managing waiting experiences. A conceptual framework and formal random utility model are introduced.