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existing research results, the author interpreted the relationship between these variables. Longer delays result in lower evaluations of punctuality and, sequent, lower evaluations of overall performance. The longer the delay duration, the more uncertainty the consumer will feel. The more uncertainty the customer feels, the more anger he or she will feel. The longer the delay, the more anger the customer will feel. As uncertainty and anger motion increase, evaluations of punctuality and overall service performance will decrease. The more the delay cause is perceived to be controllable by the service provider, the more anger the customer will feel. The more common the delay cause is perceived to be, the more anger the customer will feel. The more common the delay cause is perceived to be, the less uncertainty the customer will feel. The more a customer perceives his or her time to be filled during the delay, the less anger and uncertainty the customer will feel. That’s the summary content of the model of the wait experience. The wait experience model details the nature of a delay’s impact on service evaluations. It emphasizes the importance of customer’s experience of wait by including not only the affective reactions to the perceived cause of the delay.
 

An empirical test of the model of the wait experience  等待经验模型的实证检验

After analysis, the author thought the empirical setting had to be such that by participating in the research, customers would not be delayed further. So, he chose preloading delays in airline travel to test the relationships interpreted in the modelof the wait experience.
 
For an empirical test, one important thing is the data collecting. In this research, data were collected from passengers on delayed flights originating out of a large Western city over a three-ninth period (February, March, and April).Flights were only sampled only if preloading delay was at least 30 minutes in duration and the flights were not delayed subsequent to boarding.
The author used LISREL VII analysis method. Such conclusions as follows could be drawn from the result of the empirical test. Assessment of fit indices were a   indicative of a very good fit of the model to the data, and Joreskog and Sorbom’s adjusted goodness of fit index and root mean square residual, also indicated that the overall fit is very good.26% of the variation in the dependent variables is accounted for by the other variables in the model. The coefficient of determination was relatively low. But it’s allowed, because there may be other variables which were also important in determining affect and service evaluations. The result implies that the delay does significantly affect feeling of anger and uncertainty .But the customer’s uncertainty did not affect his or her evaluations of service. Also, surprisingly, delay didn’t affect punctuality significantly. The path between punctuality and the overall evaluation was significant. The degree to which time is filled during the delay also influences the affective reactions of uncertainty and anger. The degree to which the airline was perceived to have control over the delay negatively affected customer anger. However, attribution stability did not affect either uncertainty or anger.
 

Managerial implications  管理问题

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