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Jurnal

JMR : JOURNAL OF MARKETING RESEARCH

Keyword

time perception,waits, queues, renege, retrial

Pengarang

  1. Narayan janakiraman
  2. robert j. Meyer
  3. stephen j. Hoch

    Subject

    MARKETING

    [Abstrak]


     This
    research investigates the process that underlies consumers decisions to abdon
    waits for service. The work centers on a hyphothesis that stay-or-renege
    decisions reflect a process that blends two opposing psychic forces: escalating
    displeasure with waiting versus an escalating commitment to a wait that has
    beeninitioated. The consequence is apredicted tendency that abandoments are
    most likely near the midpoint of waits, which is suboptimal for many waiting
    time distributions. This study test the hypotesis using data from three
    laboratory experiments for downloads from different computer servers, as well
    as field data about hangs-ups in an emergency call center in india. The data
    lend support to the proposed competing hazard model and show that the trade-off
    between desires to abandon and persist is modereted by contextual factors, such
    as the initial number of alternative
    queues and the amount of distracting activity engaged in during a wait.


    Periode

    Vol 48, Nomor 06, Tahun 2011

    [Berkas]

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