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Perceptions of download delays: relation to actual waits, web site abandoning, and stage of delay

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  • Pratibha A. Dabholkar
  • Xiaojing Sheng

Abstract

This experiment investigates how slow downloads of shopping web sites are perceived by online consumers, and how download delays relate to web site abandoning and stage of delay. Results show a complex, nonlinear relationship between actual and perceived download waiting, where perceptions level off after a threshold is reached. Furthermore, perceptions of download waiting are found to be more reliable than actual waits in predicting web site abandoning. Finally, delays near the start of the download are perceived as longer than later in the process, and time pressure worsens the effect of download waiting at earlier stages of delay.

Suggested Citation

  • Pratibha A. Dabholkar & Xiaojing Sheng, 2008. "Perceptions of download delays: relation to actual waits, web site abandoning, and stage of delay," The Service Industries Journal, Taylor & Francis Journals, vol. 28(10), pages 1415-1429, December.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1415-1429
    DOI: 10.1080/02642060802120166
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    Cited by:

    1. Mark Umberger & Satja Lumbar & Iztok Humar, 2012. "Modeling the influence of network delay on the user experience in distributed home-automation networks," Information Systems Frontiers, Springer, vol. 14(3), pages 571-584, July.
    2. Dabholkar, Pratibha A. & Sheng, Xiaojing, 2009. "The role of perceived control and gender in consumer reactions to download delays," Journal of Business Research, Elsevier, vol. 62(7), pages 756-760, July.

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