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: mireia.valverde@urv.cat mar.pamies@urv.cat gerard.ryan@urv.cat

Identificador del autor: 0000-0002-0174-3207 0000-0003-2648-7673 0000-0002-5008-9862

Fecha de alta del registro: 2023-05-21

Versión del articulo depositado: info:eu-repo/semantics/publishedVersion

Enlace a la fuente original: http://www.jecr.org/node/474

URL Documento de licencia: http://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