Week 7: Waiting for Service – Perceptions Management of the Wait Experience

Handbook of Services Marketing & Management by Shirley Taylor & Gordon Fullerton Chapter 10: Waiting for Service: Perceptions Management of the Wait Experience


Figure 10.1 Key Variables in the Service Wait Experience

Figure 10.2a Taylor Model

The core of Taylor’s (1994) model, shown in Figure 10.2a, is that delay brings forward negative affect, which influences overall service evaluation. In the Taylor model, affect and uncertainty serve as mediators of the relationship between delay and evaluation. Delay also has an effect on evaluation through the construct of punctuality. This model was empirically tested and was shown to be consistent with data collected from delayed airline passengers.

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