The effects of music, wait-length evaluation, and mood on a low-cost wait experience

By Michaelle Cameron, Julie Baker, M. Peterson, Karin Braunsberger. 2003

139 citations recorded by the source corpus.

Abstract Waiting time research has implicitly assumed customers incur high waiting costs during service delays. However, few studies have explicitly measured customer perceptions of waiting costs. Our study examined the effects of judgment about music, wait-length evaluation, and customer mood on subjects' overall experience evaluations in a low-cost wait situation. Results showed that while music likeability influenced both wait-length evaluation and mood, only mood contributed to subjects' evaluation of their overall experience. Implications of the findings for research and practice are discussed.

Subfields: Cognitive Neuroscience, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/d9c6452bef2270c874918b69f17c4cd1290b5275

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Renaud Lunardo
2. A. Luong
3. Frédéric Ponsignon

In Organizational Behavior and Human Resource Management

1. Renaud Lunardo
2. A. Luong
3. Frédéric Ponsignon

Citations in the corpus

• Achieving Immersion in the Tourism Experience: The Role of Autonomy, Temporal Dissociation, and Reactance (2020, background): “In the field of time perception in service settings, some authors—such as Lopez and Malhotra (1991) and Cameron et al. (2003)—find that respondents’ time estimates are negatively correlated with their reported liking of the service setting.”
• Affective Service Display and Customer Mood (2005, background): “Although these other factors have gained attention from marketing researchers (e.g., Cameron et al. 2003), a factor not adequately accounted for by previous research is preconsumption mood.”