Don’T Call Us, We Will Call You: the Detrimental Effects of Prospective Memory Requirements on Service Response Time Evaluations and Behavior

We compare evaluations of faster and slower than expected service response times for users that self inquire about service status or receive automatic notification of it. We contend that a self inquiry system imposes a prospective memory requirement not present in an automatic system, that focuses attention on time, particularly when a service response is provided slower than expected. Consequently, response time evaluations and subsequent user cooperation with the service provider are particularly negative in this condition. A web based experiment confirmed these predictions and revealed that preoccupation with wait time mediates the detrimental effect on response time evaluation.



Citation:

Shai Danziger and Simone Moran (2007) ,"Don’T Call Us, We Will Call You: the Detrimental Effects of Prospective Memory Requirements on Service Response Time Evaluations and Behavior", in E - European Advances in Consumer Research Volume 8, eds. Stefania Borghini, Mary Ann McGrath, and Cele Otnes, Duluth, MN : Association for Consumer Research, Pages: 406-407.

Authors

Shai Danziger, Ben Gurion University, ISRAEL
Simone Moran, Ben Gurion University, ISRAEL



Volume

E - European Advances in Consumer Research Volume 8 | 2007



Share Proceeding

Featured papers

See More

Featured

P9. Gift Budget Adherence and Price Discounts

Yuna Choe, Texas A&M University, USA
Christina Kan, Texas A&M University, USA

Read More

Featured

Paper Box or Plastic bag? Structural Package Design Elements Affect Health Perception and Consumption.

Joyce De Temmerman, Ghent University, Belgium
Iris Vermeir, Ghent University, Belgium
Hendrik Slabbinck, Ghent University, Belgium

Read More

Featured

D1. When Intention to Share on Social Media Increases Variety-Seeking: The Role of Self-Enhancement

Jingjing Ma, Peking University
David Dubois, INSEAD, France
Fei Jin, Peking University

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.