This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Citation Map Services Email this article to a friend Similar articles in this journal Add to Saved Citations Download to citation manager Add to My Marked Citations Citing Articles Citing Articles via HighWire Citing Articles via Google Scholar Google Scholar Articles by Taylor, S. Articles by Claxton, J. D. Search for Related Content Social Bookmarking                         What's this?

Delays and the Dynamics of Service Evaluations

Queen's University

John D. Claxton

University of British Columbia

In this study, we examine the stability of evaluations and relative importance weights in linear compensatory service performance evaluations when customers are delayed. We postulate that even within one specific service, a consumer `s evaluation model may differ depending on the service experience. In an empirical study comparing delayed and nondelayed airline passengers, we found that evaluations of punctuality and overall service quality differed between those experiencing a delay and those who did not. More significantly, the delay also affected other service attribute evaluations and the relative importance of the various service attributes in the prediction of overall service evaluation. Preliminary explanations for these results, based on attribute salience and mood research, are discussed.

Journal of the Academy of Marketing Science, Vol. 22, No. 3, 254-264 (1994)
DOI: 10.1177/0092070394223006


CiteULike    Complore    Connotea    Del.icio.us    Digg    Reddit    Technorati    Twitter    What's this?

This article has been cited by other articles:

				J. Park and J. Kim The Importance of Perceived Consumption Delay in Internet Shopping: Time-Related Information, Time Risk, Attitude, and Purchase Intention Clothing and Textiles Research Journal, January 1, 2007; 25(1): 24 - 41. [Abstract] [PDF]

				E. Cowley Views From Consumers Next in Line: The Fundamental Attribution Error in a Service Setting Journal of the Academy of Marketing Science, April 1, 2005; 33(2): 139 - 152. [Abstract] [PDF]

				V. Iglesias Preconceptions about Service: How Much Do they Influence Quality Evaluations? Journal of Service Research, August 1, 2004; 7(1): 90 - 103. [Abstract] [PDF]

				S. Taylor The Effects of Filled Waiting Time and Service Provider Control over the Delay on Evaluations of Service Journal of the Academy of Marketing Science, December 1, 1994; 23(1): 38 - 48. [Abstract]