The effect of waiting times on consumers' 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. They also show that the potential negative effects of waiting can be neutralized by effectively managing waiting experiences. A conceptual framework and formal random utility model are introduced.;2-S,
Journal of Interactive Marketing
Erasmus School of Economics

Dellaert, B., & Kahn, B. E. (1999). How tolerable is delay?: Consumers' evaluations of internet web sites after waiting. Journal of Interactive Marketing, 13(1), 41–54. doi:AID-DIR4%3E3.0.CO;2-S