The social impact : effects of social fillers and service provider control on service evaluations

• Main Authors: Tan, Aik Hong, Lim, Pei Ying, Yap, Kah Ming
• Other Authors: Elison Lim Ai Ching
• Format: Final Year Project
• Language: English
• Published: 2012
• Subjects: DRNTU::Business::Marketing::Consumer behavior
• Online Access: http://hdl.handle.net/10356/48331
• Institution: Nanyang Technological University

The use of waiting-time fillers to manage consumers’ waiting time becomes increasingly prevalent as service providers worry about the negative repercussions of long waits. Another issue concerning wait management includes understanding how consumers may perceive a high degree of control by the servi...