Consumer Perception and Evaluation of Waiting Time

31 Pages Posted: 3 Nov 2008

See all articles by Gerrit Antonides

Gerrit Antonides

Wageningen University

Peter C. Verhoef

University of Groningen - Department of Marketing & Marketing Research

Marcel van Aalst

Erasmus University Rotterdam (EUR) - Erasmus Food Management Institute; Erasmus Research Institute of Management (ERIM)

Date Written: July 2000 9,

Abstract

Telephone waiting times for a commercial service were varied in two different experiments. In the first experiment, the telephone rate was either zero or fixed at Dfl.1.- (approx. $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 second experiment, the waiting times were filled in different ways: music, queue information, and information about expected waiting time. Information about the expected waiting time significantly reduced the consumer's overestimation of waiting time, whereas information about wait duration and queue increased the negative effect of perceived waiting time on wait evaluations.

Keywords: telephone waiting times, psychophysics, customer satisfaction, experiment

JEL Classification: M, M31, D12

Suggested Citation

Antonides, Gerrit and Verhoef, Peter C. and van Aalst, Marcel, Consumer Perception and Evaluation of Waiting Time (July 2000 9,). ERIM Report Series Reference No. ERS-2000-35-MKT. Available at SSRN: https://ssrn.com/abstract=1290947

Gerrit Antonides

Wageningen University ( email )

Wageningen
Netherlands
+31.317.483897 (Phone)

HOME PAGE: http://https://www.wur.nl/en/Persons/Gerrit-prof.dr.-G-Gerrit-Antonides.htm

Peter C. Verhoef

University of Groningen - Department of Marketing & Marketing Research ( email )

Netherlands

Marcel Van Aalst

Erasmus University Rotterdam (EUR) - Erasmus Food Management Institute ( email )

P.O. Box 1738
3000 DR Rotterdam
Netherlands

Erasmus Research Institute of Management (ERIM)

P.O. Box 1738
3000 DR Rotterdam
Netherlands

Register to save articles to
your library

Register

Paper statistics

Downloads
180
Abstract Views
1,032
rank
166,255
PlumX Metrics