Articles producció científica> Gestió d'Empreses

Challenging conventional wisdom: Positive waiting

  • Datos identificativos

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

    Autor según el artículo: Ryan, Gerard; Hernandez-Maskivker, Gilda-Maria; Valverde, Mireia; Pamies-Pallise, Maria-del-Mar
    Departamento: Gestió d'Empreses
    Autor/es de la URV: HERNÁNDEZ MASKIVKER, GILDA MARÍA / 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: 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/acceptedVersion
    Enlace a la fuente original: https://www.sciencedirect.com/science/article/abs/pii/S0261517717301796
    URL Documento de licencia: https://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, 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 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
  • Palabras clave:

    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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