Consumer wait management strategies for negative service events: A coping approach

Journal of Consumer Research

Volumn 34, Issue 5, 2008, Pages 635-648

  Miller, Elizabeth Gelfand ^a   Kahn, Barbara E ^b   Luce, Mary Frances ^c  

^a BOSTON COLLEGE   (United States)

^b UNIVERSITY OF MIAMI   (United States)

^c DUKE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 38949161807     PISSN: 00935301     EISSN: None     Source Type: Journal    
DOI: 10.1086/521899     Document Type: Article

References (52)

1. Ariely, Dan and Ziv Cannon (2000), "Gestalt Characteristics of Experiences: The Defining Features of Summarized Events," Journal of Behavioral Decision Making, 13 (2), 191-201.
2. Atkinson, John W (1957), "Motivational Determinants of Risk-Taking Behavior," Psychological Review, 64 (6), 359-72.
3. Bagozzi, Richard, Hans Baumgartner, and RikPieters (1998), "Goal-Directed Emotions," Cognition and Emotion, 12 (1), 1-26.
4. Baker, Julie and Michaelle Cameron (1996), "The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions," Journal of the Academy of Marketing Science, 24 (4), 338-49.
5. Baron, Reuben M. and David A. Kenny (1986), "The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations," Journal of Personality and Social Psychology, 51 (December), 1173-82.
6. Bettman, James R., Mary Frances Luce, and John W Payne (1998), "Constructive Consumer Choice Processes," Journal of Consumer Research, 25 (December), 187-217.
7. Buehler, Roger and Cathy McFarland (2001), "Intensity Bias in Affective Forecasting: The Role of Temporal Focus," Personality and Social Psychology Bulletin, 27 (11), 1480-93.
8. Carmon, Ziv (1991), "Recent Studies of Time in Consumer-Behavior, " Advances in Consumer Research, 18, 703-5.
9. Carmon, Ziv, J. George Shanthikumar, and Tali F. Carmon (1995), "A Psychological Perspective on Service Segmentation Models: The Significance of Accounting for Consumers' Perceptions of Waiting and Service," Management Science, 41 (11), 1806-15.
10. Carver, Charles S., Michael F Scheier, and Jagdish K. Weintraub (1989), "Assessing Coping Strategies: A Theoretically Based Approach," Journal of Personality and Social Psychology, 56 (2), 267-83.
11. Chapman, Gretchen (2000), "Preferences for Improving and Declining Sequences of Health Outcomes," Journal of Behavioral Decision Making, 13 (2), 203-18.
12. Dellaert, Benedict G. C. and Barbara E. Kahn (1999), "How Tolerable Is Delay? Consumers' Evaluations of Internet Web Sites after Waiting," Journal of Interactive Marketing, 13 (1), 41-54.
13. Derryberry, Douglas and Don M. Tucker (1994), "Motivating the Focus of Attention," in The Heart's Eye: Emotional Influences in Perception and Attention, ed. Paula M. Niedenthal and Shinobu Kitayama, San Diego, CA: Academic Press, 167-96.
14. Dube, Laurette, Bernd H. Schmitt, and France Leclerc (1991), "Consumers' Affective Response to Delays at Different Phases of a Service Delivery," Journal of Applied Social Psychology, 21 (10), 810-20.
15. Duhachek, Adam (2005), "Coping: A Multidimensional, Hierarchical Framework of Responses to Stressful Consumption Episodes," Journal of Consumer Research, 32 (June), 41-53.
16. Durrande-Moreau, Agnès (1999), "Waiting for Service: Ten Years of Empirical Research," International Journal of Service Industry Management, 10 (2), 171-89.
17. Edell, Julie A. and Marian Chapman Burke (1987), "The Power of Feelings in Understanding Advertising Effects," Journal of Consumer Research, 14 (3), 421-33.
18. Endler, Norman S. and James D. A. Parker (1990), "Multidimensional Assessment of Coping: A Critical Evaluation," Journal of Personality and Social Psychology, 58 (5), 844-54.
19. Folkman, Susan (1984), "Personal Control and Stress and Coping Processes: A Theoretical Analysis," Journal of Personality and Social Psychology, 46 (4), 839-52.
20. Folkman, Susan and Richard S. Lazarus (1980), "An Analysis of Coping in a Middle-Aged Community Sample," Journal of Health and Social Behavior, 21 (3), 219-39.
21. Friedman, Ronald S. and Jens Forster (2005), "Effects of Motivational Cues on Perceptual Asymmetry: Implications for Creativity and Analytical Problem Solving," Journal of Personality and Social Psychology, 88 (2), 263-75.
22. Higgins, E. Tory (1998), "Promotion and Prevention: Regulatory Focus as a Motivational Principle," in Advances in Experimental Social Psychology, Vol. 30, ed. Mark P. Zanna, San Diego, CA: Academic Press, 1-46.
23. Houston, Mark B., Lance A. Bettencourt, and Sutha Wenger (1998), "The Relationship between Waiting in a Service Queue and Evaluations of Service Quality: A Field Theory Perspective," Psychology and Marketing, 15 (8), 735-53.
24. Hui, Michael K., Laurette Dube, and Jean-Charles Chebat (1997), "The Impact of Music on Consumers' Reactions to Waiting for Services," Journal of Retailing, 73 (1), 87-104.
25. Hui, Michael K., Mrugank V. Thakor, and Ravi Gill (1998), "The Effect of Delay Type and Service Stage on Consumers' Reactions to Waiting," Journal of Consumer Research, 24 (4), 469-79.
26. Hui, Michael K. and David K. Tse (1996), "What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation," Journal of Marketing, 60 (2), 81-90.
27. Hui, Michael K. and Lianxi Zhou (1996), "How Does Waiting Duration Information Influence Customers' Reactions to Waiting for Services?" Journal of Applied Social Psychology, 26 (19), 1702-17.
28. Isen, Alice M. (1987), "Positive Affect, Cognitive Processes, and Social Behavior," in Advances in Experimental Social Psychology, Vol. 20, ed. Leonard Berkowitz, New York: Academic Press, 203-53.
29. Kahneman, Daniel, Edward Diener, and Norbert Schwarz, eds. (1999), Well-Being: The Foundations of Hedonic Psychology, New York: Russell Sage.
30. Katz, Karen L., Blaire M. Larson, and Richard C. Larson (1991), "Prescription for the Waiting-in-Line Blues: Entertain, Enlighten, and Engage," Sloan Management Review, 32 (2), 44-53.
31. Kumar, Piyush, Manohar Kalwani, and Maqbool Dada (1997), "The Impact of Waiting Time Guarantees on Customers' Waiting Experiences," Marketing Science, 16 (4), 295-314.
32. Larson, Richard C. (1987), "Perspective on Queues: Social Justice and the Psychology of Queuing," Operations Research, 35 (6), 895-905.
33. Lazarus, Richard S. and Susan Folkman (1984), Stress, Appraisal, and Coping, New York: Springer.
34. Lerner, Jennifer S. and Dacher Keltner (2001), "Fear, Anger, and Risk," Journal of Personality and Social Psychology, 81 (1), 146-59.
35. Lerner, Jennifer S., Deborah A. Small, and George Loewenstein (2004), "Heart Strings and Purse Strings: Carryover Effects of Emotions on Economic Decisions," Psychological Science, 15 (5), 337-41.
36. Lewin, Kurt (1935), A Dynamic Theory of Personality, New York: McGraw-Hill.
37. Loewenstein, George (1987), "Anticipation and the Valuation of Delayed Consumption," Economic Journal, 97 (September), 666-84.
38. Loewenstein, George and David Schkade (1999), "Wouldn't It Be Nice? Predicting Future Feelings," in Well-Being: The Foundations of Hedonic Psychology, ed. Daniel Kahneman, Edward Diener, and Norbert Schwarz, New York: Russell-Sage, 85-105.
39. McCrae Robert R. and Paul T. Costa Jr. (1986), "Personality, Coping, and Coping Effectiveness in an Adult Sample," Journal of Personality, 54 (2), 385-405.
40. Miller, Elizabeth G. (2003), "Interactions of Pleasant and Unpleasant Events: The Effect of Event Valence on Wait Management Strategies," unpublished dissertation, Marketing Department, Wharton School, University of Pennsylvania, Philadelphia, PA 19104.
41. Morgan, Ivor and Jay Rao (2006), "Growing Negative Services," MIT Sloan Management Review, 47 (3), 69-74.
42. Nie, Winter (2000), "Waiting: Integrating Social and Psychological Perspectives in Operations Management," Omega: The International Journal of Management Science, 28 (6), 611-29.
43. Nowlis, Steven M., Naomi Mandel, and Deborah Brown McCabe (2004), "The Effect of a Delay between Choice and Consumption on Consumption Enjoyment," Journal of Consumer Research, 31 (December), 502-10.
44. Osuna, Edgar Elias (1985), "The Psychological Cost of Waiting," Journal of Mathematical Psychology, 29 (1), 82-105.
45. Pennington, Ginger and Neal Roese (2003), "Regulatory Focus and Temporal Distance," Journal of Experimental Social Psychology, 39 (6), 563-76.
46. Roseman, Ira J. (2001), "A Model of Appraisal in the Emotion System: Integrating Theory, Research, and Applications," in Appraisal Processes in Emotion: Theory, Methods, Research, ed. Klaus R Scherer, Angela Schorr, and Tom Johnstone, New York: Oxford University Press, 68-91.
47. Samuelson, Paul A. (1937), "A Note on Measurement of Utility," Review of Economic Studies, 4 (2), 155-61.
48. Taylor, Shelley and Teresa E. Seeman (1999), "Psychosocial Resources and the SES-Health Relationship," Annals of the New York Academy of Sciences, 896, 210-25.
49. Taylor, Shirley (1994), "Waiting for Service: The Relationship between Delays and Evaluation of Service," Journal of Marketing, 58 (2), 56-69.
50. Ubel, Peter A., George Loewenstein, Norbert Schwarz, and Dylan Smith (2005), "Misimagining the Unimaginable: The Disability Paradox and Healthcare Decision Making," Health Psychology, 24 (4), S57-S62.
51. Updegraff, John A., Shelly L. Gable, and Shelley E. Taylor (2004), "What Makes Experiences Satisfying? The Interaction of Approach-Avoidance Motivations and Emotions in Weil-Being," Journal of Personality and Social Psychology, 86 (3), 496-504.
52. Zhou, Rongrong and Dilip Soman (2003), "Looking Back: Exploring the Psychology of Queuing and the Effect of the Number of People Behind," Journal of Consumer Research, 29 (March), 517-30.