Under-Promise and Over-Deliver: the Role of Wait Time Expectations and Wait Prediction Accuracy on Evaluations

Matthew Lastner, Louisiana State University, USA
Patrick Fennell, Louisiana State University, USA
Stephanie Mangus, Louisiana State University, USA
Judith Anne Garretson Folse, Louisiana State University, USA
In contrast with the negative effects found in extant literature, recent research shows positive consequences of waiting. Using the disconfirmation of expectations theory, our work extends the positive implications of waiting by considering wait expectations and accuracy of predicted wait, showing when and why longer waits yield more positive evaluations.
[ to cite ]:
Matthew Lastner, Patrick Fennell, Stephanie Mangus, and Judith Anne Garretson Folse (2013) ,"Under-Promise and Over-Deliver: the Role of Wait Time Expectations and Wait Prediction Accuracy on Evaluations", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.