The effect of regulatory focus and delay type on consumers' reactions to delay

Wan Yang, Anna S. Mattila, Yuansi Hou

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

Previous research investigating the effect of delay type has generated mixed results. To reconcile such findings, this study maps two competing theories, the field theory and the expectancy model, on to regulatory focus, and it examines the joint effects of regulatory focus and delay type on consumers' reactions to a service delay. We argue that the field theory is more suitable for predicting promotion-focused consumers' responses, whereas the expectancy model is more appropriate for explaining prevention-focused customers' responses. The results lend support to our arguments and suggest that promotion-focused consumers generate more intense negative emotions and lower service quality evaluations after a pre-process delay than after an in-process delay. On the contrary, prevention-focused consumers exhibit more intense negative emotions and lower service quality evaluations after an in-process delay than after a pre-process delay.

Original languageEnglish (US)
Pages (from-to)113-120
Number of pages8
JournalInternational Journal of Hospitality Management
Volume32
Issue number1
DOIs
StatePublished - Mar 1 2013

Fingerprint

effect
Regulatory focus
service quality
evaluation
research of the effects
services
Service quality
Negative emotions
Field theory
Expectancy
Quality evaluation
Consumer promotions
Consumer response

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this

@article{2c625fd717994c9a8d666b7a00aee952,
title = "The effect of regulatory focus and delay type on consumers' reactions to delay",
abstract = "Previous research investigating the effect of delay type has generated mixed results. To reconcile such findings, this study maps two competing theories, the field theory and the expectancy model, on to regulatory focus, and it examines the joint effects of regulatory focus and delay type on consumers' reactions to a service delay. We argue that the field theory is more suitable for predicting promotion-focused consumers' responses, whereas the expectancy model is more appropriate for explaining prevention-focused customers' responses. The results lend support to our arguments and suggest that promotion-focused consumers generate more intense negative emotions and lower service quality evaluations after a pre-process delay than after an in-process delay. On the contrary, prevention-focused consumers exhibit more intense negative emotions and lower service quality evaluations after an in-process delay than after a pre-process delay.",
author = "Wan Yang and Mattila, {Anna S.} and Yuansi Hou",
year = "2013",
month = "3",
day = "1",
doi = "10.1016/j.ijhm.2012.05.001",
language = "English (US)",
volume = "32",
pages = "113--120",
journal = "International Journal of Hospitality Management",
issn = "0278-4319",
publisher = "Elsevier Limited",
number = "1",

}

The effect of regulatory focus and delay type on consumers' reactions to delay. / Yang, Wan; Mattila, Anna S.; Hou, Yuansi.

In: International Journal of Hospitality Management, Vol. 32, No. 1, 01.03.2013, p. 113-120.

Research output: Contribution to journalArticle

TY - JOUR

T1 - The effect of regulatory focus and delay type on consumers' reactions to delay

AU - Yang, Wan

AU - Mattila, Anna S.

AU - Hou, Yuansi

PY - 2013/3/1

Y1 - 2013/3/1

N2 - Previous research investigating the effect of delay type has generated mixed results. To reconcile such findings, this study maps two competing theories, the field theory and the expectancy model, on to regulatory focus, and it examines the joint effects of regulatory focus and delay type on consumers' reactions to a service delay. We argue that the field theory is more suitable for predicting promotion-focused consumers' responses, whereas the expectancy model is more appropriate for explaining prevention-focused customers' responses. The results lend support to our arguments and suggest that promotion-focused consumers generate more intense negative emotions and lower service quality evaluations after a pre-process delay than after an in-process delay. On the contrary, prevention-focused consumers exhibit more intense negative emotions and lower service quality evaluations after an in-process delay than after a pre-process delay.

AB - Previous research investigating the effect of delay type has generated mixed results. To reconcile such findings, this study maps two competing theories, the field theory and the expectancy model, on to regulatory focus, and it examines the joint effects of regulatory focus and delay type on consumers' reactions to a service delay. We argue that the field theory is more suitable for predicting promotion-focused consumers' responses, whereas the expectancy model is more appropriate for explaining prevention-focused customers' responses. The results lend support to our arguments and suggest that promotion-focused consumers generate more intense negative emotions and lower service quality evaluations after a pre-process delay than after an in-process delay. On the contrary, prevention-focused consumers exhibit more intense negative emotions and lower service quality evaluations after an in-process delay than after a pre-process delay.

UR - http://www.scopus.com/inward/record.url?scp=84872418147&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84872418147&partnerID=8YFLogxK

U2 - 10.1016/j.ijhm.2012.05.001

DO - 10.1016/j.ijhm.2012.05.001

M3 - Article

AN - SCOPUS:84872418147

VL - 32

SP - 113

EP - 120

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

SN - 0278-4319

IS - 1

ER -