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

P4. Consistent Price Endings Increase Consumers Perceptions of Cheapness

Shih-Chieh Chuang, National Chung Cheng University
Yin-Hui Cheng, National Taichung University of Education

Read More

Featured

Shared Values, Trust, and Consumers’ Deference to Experts

Samuel Johnson, University of Bath, UK
Max Rodrigues, DePaul University, USA
David Tuckett, University College London

Read More

Featured

Preferences for Insight and Effort Differ across Domains and Audiences

Gaetano Nino Miceli, University of Calabria
Irene Scopelliti, City University of London, UK
Maria Antonietta Raimondo, University of Calabria

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.