Harnessing the waiting experience: anticipation, expectations and WOM
Journal of Services Marketing, ISSN: 0887-6045, Vol: 34, Issue: 7, Page: 1013-1024
2020
- 9Citations
- 28Usage
- 77Captures
Metric Options: CountsSelecting the 1-year or 3-year option will change the metrics count to percentiles, illustrating how an article or review compares to other articles or reviews within the selected time period in the same journal. Selecting the 1-year option compares the metrics against other articles/reviews that were also published in the same calendar year. Selecting the 3-year option compares the metrics against other articles/reviews that were also published in the same calendar year plus the two years prior.
Example: if you select the 1-year option for an article published in 2019 and a metric category shows 90%, that means that the article or review is performing better than 90% of the other articles/reviews published in that journal in 2019. If you select the 3-year option for the same article published in 2019 and the metric category shows 90%, that means that the article or review is performing better than 90% of the other articles/reviews published in that journal in 2019, 2018 and 2017.
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Example: if you select the 1-year option for an article published in 2019 and a metric category shows 90%, that means that the article or review is performing better than 90% of the other articles/reviews published in that journal in 2019. If you select the 3-year option for the same article published in 2019 and the metric category shows 90%, that means that the article or review is performing better than 90% of the other articles/reviews published in that journal in 2019, 2018 and 2017.
Citation Benchmarking is provided by Scopus and SciVal and is different from the metrics context provided by PlumX Metrics.
Metrics Details
- Citations9
- Citation Indexes9
- Usage28
- Abstract Views28
- Captures77
- Readers77
- 77
Article Description
Purpose: This study aims to explore the anticipated emotions of consumers and their anticipated perceived quality (PQ) of an exhibit, event or service that they are waiting to attend. Design/methodology/approach: The study consists of a quantitative survey-based descriptive study of n = 470 real-world consumers from a waiting line at the Shark Reef exhibit in Mandalay Bay Resort and Casino, Las Vegas. Data is analyzed with fuzzy-set qualitative comparative analysis (fsQCA) to extrapolate causal conditions or recipes, for word of mouth (WOM) generation regarding the exhibit. Findings: Recipes that influence positive WOM for an upcoming exhibit include: affect evaluation and affect expectations (AEXs) and affect evaluation, affect expectation, event entertainment and PQ. Practical implications: By recognizing the need to optimize the customer waiting experience, services marketing managers can more successfully engage customers and influence their subsequent intentions. Originality/value: Emotions regarding the anticipation of an upcoming event are critical to cultivating the intent to spread positive WOM.
Bibliographic Details
http://www.scopus.com/inward/record.url?partnerID=HzOxMe3b&scp=85085689544&origin=inward; http://dx.doi.org/10.1108/jsm-10-2019-0382; https://www.emerald.com/insight/content/doi/10.1108/JSM-10-2019-0382/full/html; https://www.emerald.com/insight/content/doi/10.1108/JSM-10-2019-0382/full/xml; https://digitalscholarship.unlv.edu/mib_fac_articles/96; https://digitalscholarship.unlv.edu/cgi/viewcontent.cgi?article=1095&context=mib_fac_articles; https://dx.doi.org/10.1108/jsm-10-2019-0382; https://www.emerald.com/insight/content/doi/10.1108/jsm-10-2019-0382/full/html
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