英文摘要 |
Waiting, for customers, is usually treated as a negative service experience, and most service providers aim to reduce customer’s actual waiting time during service delivery. However, in reality, customers react based on their subjective waiting time perception rather than the actual one. So it is important and beneficial for service providers to understand customer’s waiting time perception. This study conducted a laboratory experiment and manipulated two factors: subjects’ affective state and different delayed stage during service delivery, and explored their relationships with waiting time perception. We also examined two possible moderators: time style and personal imvlovement. The results revealed several important findings First, comparing with subjects under negative affective state, those under positive affective state have shorter waiting time perception. Second, while the delayed stage is far from the core service, subjects will have longer waiting time perception. Comparing with the delayed stage near the core service, subjects will have stronger affective responses while the delayed stage is far from core service. Third, qualitative-time-styled subjects have longer waiting time perception, and quatatitative-time-styled subjects have stronger positive affect. Finally, subjects’ personal involvement has positive moerating effect on the waiting time perception and negative affective responses. |