How tolerable is delay? Consumers' evaluations of internet web sites after waiting

Benedict G.C. Dellaert, Barbara E. Kahn

Research output: Contribution to journalArticleAcademicpeer-review

174 Citations (Scopus)

Abstract

The effect of waiting times on consumers' retrospective evaluations of internet web sites is investigated in four computer-based experiments. Results show that waiting can, but does not always, negatively affect evaluations of web sites. They also show that the potential negative effects of waiting can be neutralized by effectively managing waiting experiences. A conceptual framework and formal random utility model are introduced.

Original languageEnglish
Pages (from-to)41-54
Number of pages14
JournalJournal of Interactive Marketing
Volume13
Issue number1
DOIs
Publication statusPublished - 1999

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