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

B.G.C. Dellaert, B. Kahn

    Research output: Working paperDiscussion paperOther research output

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    Abstract

    How consumers’ 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.
    Original languageEnglish
    Place of PublicationTilburg
    PublisherEconometrics
    Number of pages37
    Volume1998-64
    Publication statusPublished - 1998

    Publication series

    NameCentER Discussion Paper
    Volume1998-64

    Keywords

    • Marketing
    • consumer preference models
    • waiting experiences
    • Internet marketing

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