publication . Article . 2016

UNDERSTANDING THE EVALUATION OF WAITING TIME FROM CONSUMER PSYCHOLOGY: EFFECTS OF EXPECTATIONS AND TIME FILLERS

María Carolina Trespalacios Leal; Jorge Andrés Alvarado Valencia;
Open Access Spanish
  • Published: 30 Sep 2016
  • Publisher: Facultad de Ciencias Económicas. Universidad Nacional de Colombia.
Abstract
Resumen Uno de los factores más importantes que afecta la satisfacción del usuario con un servicio es la evaluación de la espera, entendida como la diferencia entre percepción y expectativa. Dicha evaluación tiene efectos inmediatos en la satisfacción del cliente con el servicio de una empresa. El presente estudio evaluó los efectos generados por dos tipos de llenadores de tiempo y la heurística de anclaje y ajuste en la evaluación de la espera en un servicio de bajo costo. Los resultados muestran que la expectativa de espera del usuario presenta efectos significativos en la percepción de dicho tiempo -mediados por la heurística de anclaje y ajuste-, mientras qu...
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doi: 10.15446/innovar.v26n62.59388
Subjects
free text keywords: Evaluación de la espera, líneas de espera, anclaje y ajuste, llenadores de tiempo, satisfacción del usuario, percepción del tiempo, Evaluation of waiting time, waiting lines, anchoring and adjustment, time-fillers, user satisfaction, time perception, avaliação da espera, linhas de espera, ancoragem e ajustamento, serviços de espera, satisfação do usuário, percepção do tempo, Évaluation de l'attente, files d'attente, ancrage et ajustement, remplisseurs de temps, satisfaction de l'usager, perception du temps, Ciencias Sociales, Economía y Negocios, Economía, Marketing, Strategy and Management, Accounting, Sociology and Political Science, Public Administration, Social Sciences, H, Commerce, HF1-6182, Business, HF5001-6182, Philosophy, Humanities
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