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WWW=WAIT, WAIT, WAIT: EMOTIONAL REACTIONS TO WAITING ON THE INTERNET

  • Datos identificativos

    Identificador: imarina:6388407
    Autores:
    Ryan Gdel Mar Pàmies MValverde M
    Resumen:
    This study examines the topic of waiting on the Internet from a marketing perspective. Although the speed of the Internet has increased notably since its popularization in the 1990s, consumers' expectations have also increased significantly. This paper reports on a qualitative study of online consumer experiences of waiting on the Internet. This is an important issue because online waiting has been linked to negative business outcomes such as consumer abandonment, lack of trust, interrupted interactivity and negative brand attitudes. The study finds that online waiting does not always involve negative emotional reactions, especially when the wait is followed by the successful completion of the task at hand. Indeed, the reaction to online waiting was often one of resignation and the acceptance of a certain amount of delay. This finding contrasts with the conventional wisdom on waiting in services that making consumers wait for service is negative and should be eliminated. Theoretical explanations are sought for this result which is contradictory to mainstream research. In the specific context of waiting online, this study suggests that companies would be well advised to direct more efforts towards assisting the user to accomplish his/her task online rather than simply speeding up download times.
  • Otros:

    Autor según el artículo: Ryan G; del Mar Pàmies M; Valverde M
    Departamento: Gestió d'Empreses
    Autor/es de la URV: Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony / Valverde Aparicio, Mireia
    Palabras clave: Web sites Waiting Time Service Satisfaction Perception Internet Impact Emotions Dissatisfaction Consumption Consumer-behaviour Consumer Behavior
    Resumen: This study examines the topic of waiting on the Internet from a marketing perspective. Although the speed of the Internet has increased notably since its popularization in the 1990s, consumers' expectations have also increased significantly. This paper reports on a qualitative study of online consumer experiences of waiting on the Internet. This is an important issue because online waiting has been linked to negative business outcomes such as consumer abandonment, lack of trust, interrupted interactivity and negative brand attitudes. The study finds that online waiting does not always involve negative emotional reactions, especially when the wait is followed by the successful completion of the task at hand. Indeed, the reaction to online waiting was often one of resignation and the acceptance of a certain amount of delay. This finding contrasts with the conventional wisdom on waiting in services that making consumers wait for service is negative and should be eliminated. Theoretical explanations are sought for this result which is contradictory to mainstream research. In the specific context of waiting online, this study suggests that companies would be well advised to direct more efforts towards assisting the user to accomplish his/her task online rather than simply speeding up download times.
    Áreas temáticas: General economics,econometrics and finance Economics, econometrics and finance (miscellaneous) Economics, econometrics and finance (all) Computer science applications Ciencias sociales Business
    Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
    ISSN: 15266133
    Direcció de correo del autor: gerard.ryan@urv.cat mar.pamies@urv.cat mireia.valverde@urv.cat
    Identificador del autor: 0000-0002-5008-9862 0000-0003-2648-7673 0000-0002-0174-3207
    Fecha de alta del registro: 2024-09-07
    Versión del articulo depositado: info:eu-repo/semantics/publishedVersion
    Enlace a la fuente original: http://www.jecr.org/node/474
    URL Documento de licencia: https://repositori.urv.cat/ca/proteccio-de-dades/
    Referencia al articulo segun fuente origial: Journal Of Electronic Commerce Research. 16 (4): 261-275
    Referencia de l'ítem segons les normes APA: Ryan G; del Mar Pàmies M; Valverde M (2015). WWW=WAIT, WAIT, WAIT: EMOTIONAL REACTIONS TO WAITING ON THE INTERNET. Journal Of Electronic Commerce Research, 16(4), 261-275
    Entidad: Universitat Rovira i Virgili
    Año de publicación de la revista: 2015
    Tipo de publicación: Journal Publications
  • Palabras clave:

    Business,Computer Science Applications,Economics, Econometrics and Finance (Miscellaneous)
    Web sites
    Waiting
    Time
    Service
    Satisfaction
    Perception
    Internet
    Impact
    Emotions
    Dissatisfaction
    Consumption
    Consumer-behaviour
    Consumer
    Behavior
    General economics,econometrics and finance
    Economics, econometrics and finance (miscellaneous)
    Economics, econometrics and finance (all)
    Computer science applications
    Ciencias sociales
    Business
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