Having to wait for service: Customer reactions to delays in service delivery

Two experiments tested the effects of providing wait duration information and explanations for the reason for a delay on customer reactions to a delayed service delivery. In Study 1, 111 participants read a paper-and-pencil scenario about a wait for service at a doctor's office. In Study 2, 87 participants experienced an actual delay at a research facility. In both studies, participants were subsequently surveyed about their service evaluation and reactions to the delay. Results indicate that providing a provider-not-at-fault explanation led to the most positive customer reactions, whereas providing no explanation led to more positive reactions than a provider-at-fault explanation. Providing waiting duration estimates had only limited effects on customers' reactions. Results are discussed from the perspective of wait time theories.