CONSUMERS AFFECTIVE RESPONSE TO DELAYS AT DIFFERENT PHASES OF A SERVICE DELIVERY

被引：39

作者：

DUBE, L

SCHMITT, BH

LECLERC, F

机构：

[1] COLUMBIA UNIV, GRAD SCH BUSINESS, 510 URIS HALL, NEW YORK, NY 10027 USA

[2] UNIV MONTREAL, SCH MED, MONTREAL H3C 3J7, QUEBEC, CANADA

[3] MIT, ALFRED P SLOAN SCH MANAGEMENT, CAMBRIDGE, MA 02139 USA

来源：

JOURNAL OF APPLIED SOCIAL PSYCHOLOGY | 1991年 / 21卷 / 10期

关键词：

D O I：

10.1111/j.1559-1816.1991.tb00444.x

中图分类号：

B84 [心理学];

学科分类号：

04 ; 0402 ;

摘要：

A field experiment was conducted in an educational setting to investigate affective reactions occurring at different phases of the delivery of a service. An eight‐minute delay caused more negative affective reactions when it occurred either before the service started (preprocess) or after the service had terminated (postprocess) than when it occurred in the middle of the service encounter (in‐process). No differences were observed for positive affect. Field theory is proposed as a theoretical framework to account for the results, and practical applications for addressing the social problem of structuring waiting environments are discussed. Copyright © 1991, Wiley Blackwell. All rights reserved

引用

页码：810 / 820

页数：11

共 18 条

[1] PSYCHOLOGICAL STATUS OF THE SCRIPT CONCEPT [J].