IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v126y2021icp162-169.html
   My bibliography  Save this article

Longer waiting, more cancellation? Empirical evidence from an on-demand service platform

Author

Listed:
  • Xu, Xun
  • Yan, Nina
  • Tong, Tingting

Abstract

Consumer cancellation disrupts companies’ normal operations and incurs significant costs. This urges companies to understand the reasons for consumer cancellation. However, existing literature has barely discussed consumers’ cancellation behavior in the on-demand service context. This study examines the impact of consumers’ waiting time on cancellation on the on-demand food service platform. We find consumers’ longer waiting time for service production, but not for delivery, increases cancellation. Additionally, merchant popularity and price negatively affect consumer cancellation. Category and location of the merchant moderate the effect of waiting time on consumer cancellation. This study contributes to the cognitive timer theory through highlighting that consumers can have different perceived waiting time when they wait for service production versus wait for delivery. Our findings provide insights for platforms and merchants to cooperate to enhance information transparency and achieve a quick response upon receiving consumer orders to reduce waiting time in the on-demand service context.

Suggested Citation

  • Xu, Xun & Yan, Nina & Tong, Tingting, 2021. "Longer waiting, more cancellation? Empirical evidence from an on-demand service platform," Journal of Business Research, Elsevier, vol. 126(C), pages 162-169.
    • Handle: RePEc:eee:jbrese:v:126:y:2021:i:c:p:162-169
    DOI: 10.1016/j.jbusres.2020.12.035
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S014829632030864X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2020.12.035?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Lu, Baozhou & Yan, Lixiao & Chen, Zhipeng, 2022. "Perceived values, platform attachment and repurchase intention in on-demand service platforms: A cognition-affection-conation perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    2. Pasirayi, Simbarashe & Fennell, Patrick B. & Sen, Argha, 2023. "The effect of third-party delivery partnerships on firm value," Journal of Business Research, Elsevier, vol. 167(C).
    3. Esther L. Kim & Jason Tang, 2024. "Tackling no-shows in fine dining: insights into cancellation policies and consumer awareness campaigns," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 23(5), pages 423-434, October.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:126:y:2021:i:c:p:162-169. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.