Cognitive and affective reactions when facing an additional delay while waiting in line: A matter of self-consciousness disposition
- Keywords:
- waiting, personality, self-consciousness, services, consumers, delay
- Abstract
-
We investigated the influence of self-consciousness disposition on the cognitive and affective reactions of consumers when facing a delay using written scenarios to investigate participants’ reactions while waiting with strangers in line at the movie theater. Results indicated that when compared with low public participants, high public participants had more self-related thoughts, reported more negative evaluation of the waiting experience and attributed controllability for the cause of waiting to the service provider. High public participants had significantly different cognitive and affective reactions from those of low public participants when the cause of waiting was related to an intrusion occurring immediately in front of them, rather than when it was related to an inappropriate behavior of the service provider.
- References
- Downloads
- Published
- 2000-08-01
- Issue
- Volume 28, 2000, Issue 4
- Section
- Articles
- License
-
Author(s) agree that copyright of an article published in SBP Journal is transferred from the author(s) to the journal publisher (Scientific Journal Publishers Limited) upon publication.
Disclaimer
Social Behavior and Personality maintains an open editorial policy and may or may not endorse the conclusions made in its published articles. Neither the journal nor its publisher, editors or staff assume any responsibility for any material considered to be offensive or defamatory, or for obtaining any copyright permissions necessary for publication of articles.