Waiting in line for online services: a qualitative study of the user's perspective

Authors: Ryan, Gerard¹; Valverde, Mireia²

Source: Information Systems Journal, Volume 16, Number 2, April 2006 , pp. 181-211(31)

Buy & download fulltext article:

Price: $48.00 plus tax (Refund Policy)

Abstract:

This manuscript is conceptually based in the areas of e-consumer behaviour and e-services marketing. Specifically, it examines the phenomenon of waiting in terms of the role it plays in the functionality of service delivery over the internet and the effect waiting has on how consumers behave online. A number of previous studies have identified a link between the `quickness' of web sites and the site's overall functionality. The existing knowledge on consumer waiting behaviour in the general context of traditional or `off-line' services and in the specific context of online services is reviewed. A qualitative empirical study of consumer behaviour in online waiting situations is undertaken. The factors that determine how e-consumers behave when faced with online waiting situations are identified and explored.

Keywords: waiting; e-services; e-consumer behaviour; functionality

Document Type: Research article

DOI: http://dx.doi.org/10.1111/j.1365-2575.2006.00214.x

Affiliations: 1: Marketing Area, Department of Business Management, Faculty of Economics & Business, Universitat Rovira i Virgili, Avda. Universitat, 1,43204 REUS, Tarragona, Spain, and, Email: gerard.ryan@urv.net 2: Management Area, Department of Business Management, Faculty of Economics & Business, Universitat Rovira i Virgili, Avda. Universitat, 1,43204 REUS, Tarragona, Spain, Email: mireia.valverde@urv.net

Publication date: 2006-04-01