Autor segons l'article: Ryan, Gerard; Hernandez-Maskivker, Gilda-Maria; Valverde, Mireia; Pamies-Pallise, Maria-del-Mar
Departament: Gestió d'Empreses
Autor/s de la URV: HERNÁNDEZ MASKIVKER, GILDA MARÍA / Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony / Valverde Aparicio, Mireia
Paraules clau: Waiting Tourism Services marketing Positive Hospitality
Resum: © 2017 Elsevier Ltd This paper calls for a re-examination of the conventional wisdom that making consumers wait for service is necessarily negative. This is important because after three decades of research on waiting, consumers still spend a considerable amount of time waiting, in an ever-widening range of contexts. And although there is a continuous and steady stream of waiting studies, there have been few significant advances in our understanding in recent years. We forward a set of challenging propositions that consider the positive effects of waiting. In contrast to established thinking, we propose that waiting attracts more consumers; increases perceived value; provides information to facilitate consumer decision-making; improves customer evaluations; and encourages positive anticipation. The propositions are supported theoretically and empirically by drawing on related disciplines. With this paper, we aim to stimulate new and innovative discussion around the topic of waiting, with particular emphasis on waiting in tourism services, and to question accepted knowledge in order to begin laying the basis for the next phase of research on consumer waiting.
Àrees temàtiques: Transportation Tourism, leisure and hospitality management Strategy and management Management Interdisciplinary research in the social sciences Interdisciplinar Hospitality, leisure, sport & tourism Environmental studies Engenharias iii Educação física Economia Development Ciencias sociales Ciências ambientais Biodiversidade Administração pública e de empresas, ciências contábeis e turismo
Accès a la llicència d'ús: https://creativecommons.org/licenses/by/3.0/es/
ISSN: 02615177
Adreça de correu electrònic de l'autor: gerard.ryan@urv.cat mar.pamies@urv.cat mireia.valverde@urv.cat
Identificador de l'autor: 0000-0002-5008-9862 0000-0003-2648-7673 0000-0002-0174-3207
Data d'alta del registre: 2024-09-07
Versió de l'article dipositat: info:eu-repo/semantics/acceptedVersion
Enllaç font original: https://www.sciencedirect.com/science/article/abs/pii/S0261517717301796
URL Document de llicència: https://repositori.urv.cat/ca/proteccio-de-dades/
Referència a l'article segons font original: Tourism Management. 64 64-72
Referència de l'ítem segons les normes APA: Ryan, Gerard; Hernandez-Maskivker, Gilda-Maria; Valverde, Mireia; Pamies-Pallise, Maria-del-Mar (2018). Challenging conventional wisdom: Positive waiting. Tourism Management, 64(), 64-72. DOI: 10.1016/j.tourman.2017.08.003
DOI de l'article: 10.1016/j.tourman.2017.08.003
Entitat: Universitat Rovira i Virgili
Any de publicació de la revista: 2018
Tipus de publicació: Journal Publications