How Tolerable is Delay?: Consumers' Evaluations of Internet Web Sites After Waiting

Dellaert, Benedict G. C.; Kahn, Barbara E.

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How Tolerable is Delay?: Consumers' Evaluations of Internet Web Sites After Waiting

Journal of Interactive Marketing, Vol. 13, No. 1, pp. 41-54, 1999

Posted: 12 Jan 2005

See all articles by Benedict G. C. Dellaert

Benedict G. C. Dellaert

Erasmus University Rotterdam (EUR) - Erasmus School of Economics (ESE); Erasmus Research Institute of Management (ERIM)

Barbara E. Kahn

University of Pennsylvania - Marketing Department; University of Miami

Abstract

How consumer's waiting times affect their 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. Results also show that the potential negative effects of waiting can be neutralized by managing waiting experiences effectively. A conceptual framework and formal random utility model is introduced.

JEL Classification: D12, M31

Suggested Citation: Suggested Citation

Dellaert, Benedict G. C. and Kahn, Barbara E. and Kahn, Barbara E., How Tolerable is Delay?: Consumers' Evaluations of Internet Web Sites After Waiting. Journal of Interactive Marketing, Vol. 13, No. 1, pp. 41-54, 1999, Available at SSRN: https://ssrn.com/abstract=647626