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					The Effects of Filled Waiting
 Time and Service Provider
 Control over the Delay on
   Evaluations of Service
Issues
 Relationship between evaluations and
  delayed/nondelayed customers
 Relationship between perceived control and
  evaluations
 Relationship between
  filled time and evaluations
 Relationships between
  perceived control and
 filled time with evaluations
Results
 Delayed and nondelayed customers
  evaluated service encounters differently
 Perceived control over the delay lowered
  overall evaluations
 No difference in evaluations
  between related and
  unrelated filler conditions
Implications
 Delay seen as sign of undependable service
  not low responsiveness
 Perceived control greatly affects
  evaluations
 Related and unrelated fillers
  result in higher evaluations
 Lowest evaluations with
  unfilled/high perceived control

				
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posted:10/23/2011
language:English
pages:4