Abstract
In negative service environments, waiting time can serve to facilitate consumer coping. Consequently, the very wait management strategies (such as providing duration information or shortening the wait) that mitigate wait-based stress for nonnegative services may interfere with consumers' efforts to cope with an upcoming negative event. We show that the effectiveness of wait management strategies is moderated by event valence and, further, by the individual's coping orientation. Shortened wait times lead to increased stress for those using approach-oriented strategies (compared to avoidance), and duration information leads to increased stress for those using avoidance-oriented strategies.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
