Hui, Michael K; Thakor, Mrugank V; Gill, Ravi - In: Journal of Consumer Research 24 (1998) 4, pp. 469-79
This study considers the interaction effect of service stage (conceptualized as the distance to the goal state of the service encounter) and delay type (procedural, correctional, and unknown) on consumers' reactions to waiting. Field theory suggests that the further away a delay occurs from the...