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Good things come to those who wait? : The effect of waiting times on the perceived exclusivity of a restaurant

Decker, Vanessa (2018) Good things come to those who wait? : The effect of waiting times on the perceived exclusivity of a restaurant.

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Abstract:Most waiting research concentrates on the negative impact of waiting on consumers, which, ultimately, can have negative effects on businesses, for example by negatively influencing the consumer’s satisfaction. However, in many instances people seem to accept long waits willingly and the scarce research on positive effects of waiting has supported the assumption that, under certain circumstances, waiting can have a positive impact. This paper looks at one factor that might play an important role on the positive effects of waiting: exclusivity. In the context of the full-service restaurant industry, the goal of this research is to see if long in-process waiting times positively influence the perceived exclusivity and whether high levels of perceived exclusivity will lead to a more positive evaluation of the wait by the consumer. Further, it is examined if the reputation of a restaurant and the availability of seats moderate the relationship between waiting times and perceived exclusivity.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
Link to this item:http://purl.utwente.nl/essays/76983
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