TY - JOUR
T1 - Time Styles and Waiting in Crowded Service Environments
AU - Mattila, Anna S.
AU - Hanks, Lydia
N1 - Funding Information:
Anna S. Mattila, PhD, is the Marriott Professor of Lodging Management in the School of Hospitality Management at The Pennsylvania State University, 224 Mateer Building, University Park, PA 16802, USA (E-mail: [email protected]). Lydia Hanks is in the School of Hospitality Management at The Pennsylvania State University in University Park, PA, USA (E-mail: [email protected]). The authors would like to acknowledge the financial support from the Marriott Foundation. Address correspondence to: Anna S. Mattila, PhD, at the above address.
PY - 2012/5
Y1 - 2012/5
N2 - This study examines the moderating impact of consumers' time styles on their emotional reactions and evaluations of waiting time in crowded and non-crowded environments. A quasi-experimental design was used to test our hypotheses. Our results indicate that waiting in a crowded environment results in negative emotions. In addition, people who scored high on economic time style reported significantly less satisfaction with their choice of airlines when they waited in crowded conditions. These results extend the literature on crowding and waiting time, and add to our understanding of consumer emotions in service environments.
AB - This study examines the moderating impact of consumers' time styles on their emotional reactions and evaluations of waiting time in crowded and non-crowded environments. A quasi-experimental design was used to test our hypotheses. Our results indicate that waiting in a crowded environment results in negative emotions. In addition, people who scored high on economic time style reported significantly less satisfaction with their choice of airlines when they waited in crowded conditions. These results extend the literature on crowding and waiting time, and add to our understanding of consumer emotions in service environments.
UR - http://www.scopus.com/inward/record.url?scp=84861948557&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84861948557&partnerID=8YFLogxK
U2 - 10.1080/10548408.2012.674870
DO - 10.1080/10548408.2012.674870
M3 - Article
AN - SCOPUS:84861948557
SN - 1054-8408
VL - 29
SP - 327
EP - 334
JO - Journal of Travel and Tourism Marketing
JF - Journal of Travel and Tourism Marketing
IS - 4
ER -