Autor según el artículo: Ryan G; Hernández-Maskivker GM; Valverde M; Pàmies-Pallisé MdM

Departamento: Gestió d'Empreses

Autor/es de la URV: Pàmies Pallisé, Maria del Mar / Ryan, Gerard Anthony / Valverde Aparicio, Mireia

Palabras clave: Waiting Tourism Services marketing Positive Hospitality

Resumen: © 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.

Áreas temáticas: 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

Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/

ISSN: 02615177

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: 2023-02-26

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

Enlace a la fuente original: https://www.sciencedirect.com/science/article/abs/pii/S0261517717301796

URL Documento de licencia: http://repositori.urv.cat/ca/proteccio-de-dades/

Referencia al articulo segun fuente origial: Tourism Management. 64 64-72

Referencia de l'ítem segons les normes APA: Ryan G; Hernández-Maskivker GM; Valverde M; Pàmies-Pallisé MdM (2018). Challenging conventional wisdom: Positive waiting. Tourism Management, 64(), 64-72. DOI: 10.1016/j.tourman.2017.08.003

DOI del artículo: 10.1016/j.tourman.2017.08.003

Entidad: Universitat Rovira i Virgili

Año de publicación de la revista: 2018

Tipo de publicación: Journal Publications