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The results of this study suggest that delays can have adverse effects on consumers’ perceptions of the service and by understanding how consumers react to a delay, service providers can alleviate its negative effects better. The result of this study provided useful suggestions and directions for management intervention, especially for situations in which waits or delay can’t be avoided by operations management. From this essay, it suggested to the service provider that actions taken to alleviate or reduce uncertainty and anger should reduce the delay’s negative impact on evaluations. From the results in this study, anger and uncertainty could be reduced by filling time or controlling attributions. For example, you can offer the customers a magazine, or put a TV in your restaurant when the customers need to wait for the service. There are many typically cases. Maybe you have found that nearly every elevator has at least a mirror in it. People waiting for the elevator will fill their time by looking in the mirror, combing their hair, or adjusting their clothing.
 

Critical thinking  批判性思维

Generally speaking, this essay is very good. The structure was very clear, which was easy for the readers to understand what the author was going to research. The research represented one of the few empirical attempts to understand what would happen when customers had to wait for service. It was the first to assess the full waiting experience and examine the impact of some delayed-related, situational variables on both affective reactions and service evaluations.
Before, much of the discussion on such issues was left in the qualitative analysis, but the article used a quantitative analysis method, which could make the research result more accurately and specific.
This research developed a better understanding of how customers react to waiting for service. It explored consumers’ reactions to service delay by assessing the relationship between relays and evaluation of service empirically and examining some variables that may mediate the relationship. It also drew some conclusion about the relationship between the variables chosen by the research (stability of delay cause, service provider control over delay, degree of filled time, delay, uncertainty, anger, punctuality, and overall service). And this was useful for service management.
Also, this essay supplied much meaningful information for further research on such kind of topic. This essay represented the first of a series of possible studies investigating customer’s waiting experiences. Based on the theoretical and managerial significance of this research, there could be more and more research about this topic.
Certainly, there were limitations and directions in this article.
The number of the sample data (in the essay, it was 287) chosen was too small, which would affect the accuracy of empirical results. The article empirical results were actually partially inconsistent with the conclusions of theoretical model. Therefore, empirical research needed to be improved.
 

Empirical analysis took the airline industry for an example, which was not that representative. This model should be replicated across different subjects and settings. Maybe, if we changed for another industry, there would be substantial difference between the results. Oth本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。