How consumer's waiting times affect their retrospective evaluations of Internet Web Sites is investigated in four computer-based experiments. Results show that waiting can but does not always negatively affect evaluations of Web Sites. Results also show that the potential negative effects of waiting can be neutralized by managing waiting experiences effectively. A conceptual framework and formal random utility model is introduced.

, , ,
Tilburg University
Erasmus School of Economics

Dellaert, B., & Kahn, B. E. (1998). How tolerable is delay? : Consumers' evaluations of internet web sites after waiting. Retrieved from