Marketing Papers

Document Type

Technical Report

Date of this Version

1998

Publication Source

Journal of Interactive Marketing

Volume

13

Issue

1

Start Page

41

Last Page

54

DOI

10.1002/(SICI)1520-6653(199924)13:1<41::AID-DIR4>3.0.CO;2-S

Abstract

The effect of waiting times on consumers’ 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. They also show that the potential negative effects of waiting can be neutralized by effectively managing waiting experiences. A conceptual framework and formal random utility model are introduced.

Copyright/Permission Statement

Originally published in the Journal of Interactive Marketing © 1999 Elsevier

This is a pre-publication version. The final version is available at http://dx.doi.org/10.1002/(SICI)1520-6653(199924)13:13.0.CO;2-S

Keywords

marketing, consumer preference models, waiting experiences, Internet marketing

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Date Posted: 15 June 2018

This document has been peer reviewed.