Waiting for Service: The Relationship between Delays and Evaluations of Service
PRIMARY, a model of the wait experience tested on delayed airline passengers. the authors report that delays do affect service evaluations, but through the negative feelings they provoke. Perceived provider control and whether the customer's time is filled act indirectly, through the customers' feelings of uncertainty and anger. THE COMMERCIAL BASELINE: an unwanted wait is a cost, and the service literature has said so for thirty years
PRIMARY, a model of the wait experience tested on delayed airline passengers. the authors report that delays do affect service evaluations, but through the negative feelings they provoke. Perceived provider control and whether the customer's time is filled act indirectly, through the customers' feelings of uncertainty and anger. THE COMMERCIAL BASELINE: an unwanted wait is a cost, and the service literature has said so for thirty years
Written from the abstract read 2026-10-18.
What our sources record
Recorded when this source was checked, figures included, with page references and quotation marks removed.
Taylor, S. F. (1994). Waiting for Service: The Relationship between Delays and Evaluations of Service. Journal of Marketing, 58(2), 56-69. doi:10.1177/002224299405800205.