Situational Effects on the Consumption of Time

Hornik, Jacob

doi:10.2307/1251361

Cited by 52 publications

(33 citation statements)

References 19 publications

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“…There were thirteen different services used in this research study (see Table 1) and some of them, such as doctors, dentists or hairdressers, required participants to make an appointment to be seen, whereas others, such as banks or dry-cleaners for example, did not require specific appointments, and participants tried to undertake these services when it was convenient for them. As a result customers with appointments believed they knew what time they would be attended to by their service provider and arrived armed with this expectation -they 'time budgeted' (Hornik, 1982;Tsai and Zhao, 2011). Those without appointments could not predict how long it would take for them to be dealt with by their service provider but previous experience helped to inform their expectations.…”

Section: Resultsmentioning

confidence: 99%

Emotional timescapes: the temporal perspective and consumption emotions in services

Maguire

Geiger

2015

Journal of Services Marketing

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This exploratory study examines how the temporal aspect of service consumption impacts the emotions that are created within consumers during service encounters. The authors adopted mobile phone or 'SMS' diaries to capture the emotions that participants experienced at the very moment they were being felt or 'in-vivo'. The study suggests that the temporal perspective is a dominant cause of consumption emotions in services, influencing consumers'emotions from before the service encounter commences to its conclusion, and in some cases beyond the conclusion of the service event. Other antecedents of consumption emotions such as interactions with staff and the servicescape are influenced by, and interwoven with this temporal aspect. By capturing emotions as they were experienced, recall difficulties that might have been encountered had the emotions been measured retrospectively were eliminated, allowing the researchers to construct a comprehensive account of the chronology and contiguity of the emotions created within consumers during service encounters. While certain aspects of time such as the consequences of queuing and waiting have been addressed in the services marketing literature, a detailed understanding of how time impacts consumption emotions in services from the start to the conclusion of service encounters has not been undertaken to date. This research addresses that gap by examining how the temporal perspective influences not only consumption emotions in customers per se but how it also influences other causes of consumption emotions that customers encounter during service transactions.

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Section: Resultsmentioning

confidence: 99%

Emotional timescapes: the temporal perspective and consumption emotions in services

Maguire

Geiger

2015

Journal of Services Marketing

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“…The psychographic characteristics are time pressure and shopping enjoyment; the sociodemographic are age, income, and household size. Prior research has shown that each of these characteristics affects consumers' available time and effort (Hornik, 1982) and so should be connected to perceptions of service convenience.…”

Section: Moderators Of the Service Convenience-customer Satisfaction mentioning

confidence: 99%

Linking service convenience to satisfaction: dimensions and key moderators

Benoit

Klose

Ettinger³

2017

JSM

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Structured abstract:Purpose: Demand for service convenience, defined as a consumer's perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain sociocultural and demographic changes. Prior research notes the significance of service convenience, but the importance of different dimensions of service convenience as well as the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed.Design/methodology/approach: Two models are developed and tested: 1) a multidimensional model of service convenience with a formative measure of five service convenience dimensions: decision, access, search, transaction, and after-sales convenience; and 2) a moderator model hypothesizing different customer psychographic and sociodemographic characteristics (time pressure, shopping enjoyment, age, household size, income) that affect the link between service convenience and satisfaction.Findings: This study reveals that search convenience, followed by transaction and decision convenience, exerts the greatest influence on the perception of overall service convenience. In addition, those who value service convenience most are high-income, time-pressed consumers in smaller households who experience low shopping enjoyment.

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“…On the other hand, the consumption and perception of time is also situation bound (Hornik 1982;1992). Hornik's (1992) research evidence focuses on the effect of affective moods as a situational variable on temporal judgment.…”

Section: Temporal and Situational Environmentsmentioning

confidence: 99%

Evaluating the Urban Commute Experience: A Time Perception Approach

Cecilla.¹

2003

JPT

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Abstract Abstract Abstract IntroductionLike many other domains of consumer behavior, travel behavior has conventionally been studied with the approach that treats all (including monetary and temporal) aspects of evaluation of a travel experience as a single dimension. A traveler is assumed to view temporal and monetary expenditures alike, and trade one for another on a compensatory basis. In the transportation literature, this single measure is referred to as the "generalized cost," and represents the overall utility (or Journal of Public Transportation, Vol. 6, No. 4, 2003 4 2 disutility) of a given commute. The conventional approach, despite its prevalence in transportation research, has devoted inadequate attention to possible distinctive features of temporal experience and expenditures. In consumer research literature, time behavior has received increasing interest over the past decade with the growth of service industries (Carmon 1991). Yet, most of the studies have been conducted primarily with waits (see Durrande-Moreau 1999 for a review) among experiences of time consumption. While waiting time is just one episode of a travel journey, the temporal experience of an urban commuter over the entire journey has rarely been examined in sufficient detail.Given the fact that daily commutes incur a rather substantial amount of temporal rather than monetary expenditures, investigation of commuters' perceptions of the travel time and their evaluation of the travel experiences is justified. This article discusses the perceived time (i.e., psychological time) vis-à-vis objective clock time that one spends in daily commutes, and examines how it relates to the evaluation of one's travel experience. This proposed research approach is of potential to expand the extant body of knowledge in travel behavior that rests primarily on utilitarian assumptions. It illuminates the human processes, such as perception, underlying the evaluation of travel experiences, rather than the evaluative outcomes per se. The time perception approach is promising not only because it opens up new venues for transportation research, but also because of its implication for the design and planning of transportation systems and the formulation of transport policy. Advances in knowledge and practice as a result of innovative research approaches should be pursued by transport planners and policy-makers who have endeavored to promote the use of public transportation while auto dominance (ownership and use) has been on the rise during the past decades. It is, therefore, particularly worthwhile to focus the research context on public transportation.This article begins with a brief review of the potential contribution of time perception research to the understanding of a traveler's temporal experience in daily commute. Next, findings from the time perception literature are drawn and discussed as pertinent to the specific context of urban commute, with tentative conclusions proposed in the form of research hypotheses. Then commuter e...

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Situational Effects on the Consumption of Time

Cited by 52 publications

References 19 publications

Emotional timescapes: the temporal perspective and consumption emotions in services

Emotional timescapes: the temporal perspective and consumption emotions in services

Linking service convenience to satisfaction: dimensions and key moderators

Evaluating the Urban Commute Experience: A Time Perception Approach

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