Date of this Version
Journal of Interactive Marketing
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.
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
marketing, consumer preference models, waiting experiences, Internet marketing
Dellaert, B. G., & Kahn, B. E. (1998). How Tolerable is Delay? Consumers' Evaluations of Internet Web Sites after Waiting. Journal of Interactive Marketing, 13 (1), 41-54. http://dx.doi.org/10.1002/(SICI)1520-6653(199924)13:1<41::AID-DIR4>3.0.CO;2-S
Behavioral Economics Commons, Business Administration, Management, and Operations Commons, Business Analytics Commons, Business and Corporate Communications Commons, Cognition and Perception Commons, Cognitive Psychology Commons, E-Commerce Commons, Marketing Commons, Sales and Merchandising Commons, Technology and Innovation Commons
Date Posted: 15 June 2018
This document has been peer reviewed.