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“It was not that long!†: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception

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  • Borges, Adilson
  • Herter, Márcia Maurer
  • Chebat, Jean-Charles

Abstract

This paper explores the effects of retail environment distracters (TV screens) in reducing consumers׳ perceived waiting time and improving waiting satisfaction. Across two experiments, results show that retail environment distracters reduce perceived waiting time and increase consumers׳ waiting satisfaction, even when objective time is constant. More interestingly, findings indicate that retail environment distracters are more effective in increasing waiting perception when the content displayed is congruent with the retail context. In this case, findings suggest that emotions mediate the impact of congruent retail environment distracters on perceived waiting time and consumers׳ waiting satisfaction. Finally, this paper presents theoretical and managerial implications on how consumers react to retail environment distracters, emotions, perceived waiting time, and waiting satisfaction.

Suggested Citation

  • Borges, Adilson & Herter, Márcia Maurer & Chebat, Jean-Charles, 2015. "“It was not that long!†: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 96-106.
    • Handle: RePEc:eee:joreco:v:22:y:2015:i:c:p:96-106
    DOI: 10.1016/j.jretconser.2014.10.005
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    5. Ayodeji, Yusuf & Rjoub, Husam & Özgit, Hale, 2023. "Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies," Technology in Society, Elsevier, vol. 72(C).
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    7. Tomasz Antczak & Rafal Weron & Jacek Zabawa, 2020. "Data-driven simulation modeling of the checkout process in supermarkets: Insights for decision support in retail operations," WORking papers in Management Science (WORMS) WORMS/20/16, Department of Operations Research and Business Intelligence, Wroclaw University of Science and Technology.
    8. Joonyup Eun & Chang Sup Sung & Eun-Seok Kim, 2017. "Maximizing total job value on a single machine with job selection," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 68(9), pages 998-1005, September.

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