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Waiting times - exploring the relationship between emotional reactions and consumer satisfaction
2003 (English)Independent thesis Advanced level (degree of Master (One Year))Student thesis
Abstract [en]

The present study examines emotional reactions to positive and negative waiting times in public service and their impact on satisfaction. 75 respondents read descriptions of two positive, two negative, and two neutral scenarios. They were asked to rate how they would feel if the incident happened to them. The ratings were obtained on 12 bipolar affect adjective scales (SCAS) and three satisfaction scales. The results showed, in contrary to previous research which often describes waiting times as something negative, that it also can be a positive experience. The results also reported a variation for the scenarios in unpleasantness-pleasantness, unpleasant deactivation-pleasant activation, and unpleasant activation-pleasant deactivation. Satisfaction with public transport coincided with the nature of the waiting time scenarios (positive, negative, neutral). The result finally showed that in-process waiting times elicited less negative emotions than pre-process waiting times. Key words: Waiting times; Satisfaction; Emotional reactions

Place, publisher, year, edition, pages
2003. , p. 37
Identifiers
URN: urn:nbn:se:kau:diva-52102Local ID: FEK D-46OAI: oai:DiVA.org:kau-52102DiVA, id: diva2:1100601
Subject / course
Business Administration
Available from: 2017-05-29 Created: 2017-05-29

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
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