Consumers' Affective Response to Delays at Different Phases of a Service Delivery1

Journal of Applied Social Psychology - Tập 21 Số 10 - Trang 810-820 - 1991
Laurette Dubé1, Bernd H. Schmitt2, France Leclerc3
1School of Medicine, Université de Montréal
2Graduate School of Business, Columbia University;
3Sloan School of Management, Massachusetts Institute of Technology,

Tóm tắt

A field experiment was conducted in an educational setting to investigate affective reactions occurring at different phases of the delivery of a service. An eight‐minute delay caused more negative affective reactions when it occurred either before the service started (preprocess) or after the service had terminated (postprocess) than when it occurred in the middle of the service encounter (in‐process). No differences were observed for positive affect. Field theory is proposed as a theoretical framework to account for the results, and practical applications for addressing the social problem of structuring waiting environments are discussed.

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Thông tin
Thông tin xuất bản

Journal of Applied Social Psychology

Tập 21 Số 10

810-820

Thông tin tác giả