The effects of filled waiting time and service provider control over the delay on evaluations of service

Article Abstract:

This article reports on an experiment that investigated the effects of a delay, perceived control over a delay, and the extent to which time was filled during the delay on various performance evaluations in a service encounter. It was determined that delays lower customers' overall evaluations of service and of the tangible and reliability attributes of the service in particular. When delayed, performance evaluations were affected by whether the service provider was perceived to have control over the delay and whether the customer's waiting time was filled. Overall performance evaluations and performance evaluations of tangibility, reliability, and responsiveness were highest when perceived service provider controls was low and the waiting customers' time was filled. These evaluations were lowest when perceived service provider control was high and waiting time was not filled. (Reprinted by permission of the publisher.)

Research, Customer service, Customer relations

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A philosophy of reviewing: taking cues from Henry James

Article Abstract:

A comparison of novel writing, literary criticism and the evaluation of manuscripts for publication in scholarly marketing literature is provided.

United States, Works, Authors, American, American writers, James, Henry (American writer, 1843-1916)

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Big R (versus little r) reviewers: the anonymous coauthor

Article Abstract:

The evaluation of manuscripts for publication in scholarly marketing literature is discussed.

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