It Depends
研究了在服务等待不可避免时，情感承诺、感知公平和物理环境质量如何减轻等待时间引发的愤怒和后悔情绪，为服务企业提供替代策略。
When consumers have to wait, the service delivery process is frequently compromised. The literature suggests that reducing waiting time is beneficial, but for service firms faced with scarce resources this is not always an option. As an alternative strategy, this study identifies and tests the mitigating effects of three factors that moderate the waiting time—anger and waiting time—regret relationships. Results show that in four service industries, affective commitment, perceived justice, and physical environment quality affect negative evaluations of a service experience and attenuate the effects of waiting time on both anger and regret. The authors discuss implications for researchers and service marketers in light of the results.