What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation
实验研究两种等待信息（时长信息与排队信息）对不同长度等待下消费者服务评价的影响，发现等待可接受性和情感反应起中介作用，而感知等待时长无中介效应，且信息效果因等待长度而异。
The authors conduct an experimental study to examine the impact of two types of waiting information—waiting-duration information and queuing information—on consumers’ reactions to waits of different lengths. The authors test a model that includes three different constructs—perceived waiting duration, acceptability of the wait, and affective response to the wait—as mediators between waiting information and service evaluation. Results show that though acceptability of the wait and affective response to the wait have a significant mediating effect on the relationship between waiting information and service evaluation, perceived waiting duration does not. Moreover, neither type of information has significant impact in the short-wait condition, whereas waiting-duration information has greater impact than queuing information in the intermediate-wait condition and a smaller impact in the long-wait condition. The authors conclude with a discussion of research and managerial implications.