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The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions

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The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions
Author(s)Baker, J.; Cameron, Michelle
AbstractThe management of buyers’ perceptions of waiting time by service businesses may be critical to customer satisfaction. Although reducing actual waiting time is important, what managers view as a short time to wait may feel too long to customers. Relevant literature from architecture, environmental psychology, psychology, physiology, operations management, sociology, and marketing is integrated to build a conceptual model of how the service environment may influence affect and, in turn, waiting time perception. Based on this model, propositions about how specific service environment elements (e.g., lighting, color, temperature) may influence affect and time perception are presented. Finally, a research agenda and implications for service facility design are proposed.
IssueNo4
Pages338-349
ArticleAccess to Article
SourceJournal of the Academy of Marketing Science
VolumeNo24
PubDateFall 1996
ISBN_ISSN0092-0703


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