A Framework for Evaluating the Customer Wait Experience

The Effects of Offering Menu Information on Perceived Waiting Time

“…The experimental conditions in this study are in line with the findings of previous studies: occupied waiting time (i.e., music and menu information) makes customers perceive their wait as shorter than unoccupied waiting time (i.e., no distraction; Jones & Peppiatt, 1996). The studies also identified that customers would pay more attention to active activity than passive activity as a means of a distraction from perceived waiting time (McGuire et al, 2010). In related veins, it is logically assumed that offering menu information will give customers a sense of responsibility because they already have menus in hand, which suggests an obligation to purchase.…”

“…Though this study was based on the concept of acceptable waiting time as described by Hwang and Lambert (2005), this study adjusted the definition of waiting time to measure perceived waiting time as the waiting time for seating after entering a restaurant. Considering the types of waiting time, filled waiting time and unfilled waiting time have been explored by many scholars (e.g., McGuire et al, 2010;Pruyn & Smidts, 1998) in order to examine wait experience. It has been noted that while unfilled waiting time is a waiting experience without any activity, filled waiting time is a waiting experience with activity (e.g., watching video or playing game), and filled waiting time has been shown to be more satisfactory than unfilled waiting time.…”

The impact of perceived crowding on customer satisfaction

“…(e.g., Olsen et al, 2014). In terms of antecedents, research has showed that waiting times have significant negative influence on perceived crowding (McGuire, Kimes, Lynn, Pullman, & Lloyd, 2010). Hence, waiting time and resulting perceived crowding while waiting would also be an interesting research avenue in a winter sport outdoor setting.…”

Train delay and perceived-wait time: passengers' perspective

“…As such, examining consumer's waiting experiences is extremely important for marketing managers (Zhou & Soman, 2008). Numerous studies have examined the relationship between perceived waiting duration and satisfaction (McGuire, Kimes, Lynn, Pullman, & Lloyd, 2010). Previous studies have demonstrated that waiting can lead to anger and uncertainty (Davis & Heineke, 1998;Tom & Lucey, 1995).…”

“…'Service environment' refers to the different environmental stimuli that affect passenger tolerance for waiting (Hoagland, 1966;McGuire et al, 2010). 'Intervention' is mainly related with an operator's strategy that affects the focus and perception of the time of passengers (Butcher & Kayani, 2008;Papa et al, 2008;Roper & Manela, 2000;Scolnik, Matthews, Caulfeild, & Feldman, 2003;Waseem et al, 2003).…”