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Consumer Wait Management Strategies for Negative Service Events: A Coping Approach

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  • Elizabeth Gelfand Miller
  • Barbara E. Kahn
  • Mary Frances Luce

Abstract

In negative service environments, waiting time can serve to facilitate consumer coping. Consequently, the very wait management strategies (such as providing duration information or shortening the wait) that mitigate wait-based stress for nonnegative services may interfere with consumers' efforts to cope with an upcoming negative event. We show that the effectiveness of wait management strategies is moderated by event valence and, further, by the individual's coping orientation. Shortened wait times lead to increased stress for those using approach-oriented strategies (compared to avoidance), and duration information leads to increased stress for those using avoidance-oriented strategies. (c) 2008 by JOURNAL OF CONSUMER RESEARCH, Inc..

Suggested Citation

  • Elizabeth Gelfand Miller & Barbara E. Kahn & Mary Frances Luce, 2008. "Consumer Wait Management Strategies for Negative Service Events: A Coping Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 34(5), pages 635-648, August.
    • Handle: RePEc:oup:jconrs:v:34:y:2008:i:5:p:635-648
    DOI: 10.1086/521899
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    Cited by:

    1. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
    2. Samuel Guillemot & Annick Tamaro & Margot Dyen, 2022. "Vital Service Captivity: Coping Strategies and Identity Negotiation," Post-Print hal-03567883, HAL.
    3. 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.
    4. Carmen-Maria Albrecht & Stefan Hattula & Donald R. Lehmann, 2017. "The relationship between consumer shopping stress and purchase abandonment in task-oriented and recreation-oriented consumers," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 720-740, September.
    5. Jennifer Stevens & Carol L. Esmark & Stephanie M. Noble & Na Young Lee, 2017. "Co-producing with consumers: how varying levels of control and co-production impact affect," Marketing Letters, Springer, vol. 28(2), pages 171-187, June.
    6. Scott Connors & Stephen Anderson-MacDonald & Matthew Thomson, 2017. "Overcoming the ‘Window Dressing’ Effect: Mitigating the Negative Effects of Inherent Skepticism Towards Corporate Social Responsibility," Journal of Business Ethics, Springer, vol. 145(3), pages 599-621, October.
    7. Huang, Yu-Shan (Sandy) & Dootson, Paula, 2022. "Chatbots and service failure: When does it lead to customer aggression," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).

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