Articles producció científica> Gestió d'Empreses

Challenging conventional wisdom: Positive waiting

  • Dades identificatives

    Identificador: imarina:6389489
    Autors:
    Ryan, GerardHernandez-Maskivker, Gilda-MariaValverde, MireiaPamies-Pallise, Maria-del-Mar
    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.
  • Altres:

    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
  • Paraules clau:

    Development,Environmental Studies,Hospitality, Leisure, Sport & Tourism,Management,Strategy and Management,Tourism, Leisure and Hospitality Management,Transportation
    Waiting
    Tourism
    Services marketing
    Positive
    Hospitality
    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
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