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

https://sk.sagepub.com/reference/handbook-of-services-marketing-and-management/n13.xml

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.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

Create your website with WordPress.com
Get started
%d bloggers like this: