1,226
Views
15
CrossRef citations to date
0
Altmetric
Original Articles

Train delay and perceived-wait time: passengers' perspective

&
Pages 710-729 | Received 01 Feb 2014, Accepted 05 Oct 2014, Published online: 03 Nov 2014

References

  • Bailey, N., & Areni, C. S. (2006). When a few minutes sound like a lifetime: Does atmospheric music expand or contract perceived time? Journal of Retailing, 82(3), 189–202.
  • Baker, J., & Cameron, M. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24(4), 338–349.
  • Baker, T., & Meyer, T. (2014). Explanation information and source in service recovery initiatives. Journal of Services Marketing, 28(4), 311–318.
  • Barron, A., Melo, P. C., Cohen, J. M., & Anderson, R. J. (2013). Passenger-focused management approach to measurement of train delay impacts. Transportation Research Record: Journal of the Transportation Research Board, 2351(1), 46–53.
  • Berger, A., Hoffmann, R., Lorenz, U., & Stiller, S. (2011). Online railway delay management: Hardness, simulation and computation. Simulation, 87(7), 616–629.
  • Berman, B., & Mathur, A. (2014). Planning and implementing effective service guarantee programs. Business Horizons, 57(1), 107–116.
  • Bezruczko, N., & Linacre, M. J. (2005). Measurement theory foundations. Rasch measurement in health sciences. USA: JAM Press.
  • Brentari, E., & Golia, S. (2008). Measuring job satisfaction in the social service sector with the Rasch model. Journal of Applied Measurement, 9(1), 45–56.
  • Butcher, K., & Heffernan, T. (2006). Social regard: A link between waiting for service and service outcomes. International Journal of Hospitality Management, 25(1), 34–53.
  • Butcher, K., & Kayani, A. (2008). Waiting for service: Modelling the effectiveness of service interventions. Service Business, 2(2), 153–165.
  • Cameron, M. A., Bake, J., Peterson, M., & Braunsberger, K. (2003). The effects of music, wait-length evaluation, and mood on a low-cost wait experience. Journal of Business Research, 56(6), 421–430.
  • Chang, H. L., & Wu, S. C. (2008). Exploring the vehicle dependence behind mode choice: Evidence of motorcycle dependence in Taipei. Transportation Research Part A, 42(2), 307–320.
  • Chang, J. S. (2010). Estimation of option and non-use values for intercity passenger rail services. Journal of Transport Geography, 18(2), 259–265.
  • Chebat, J. C., Filiatrault, P., & Gélinas-Chebat, C. (1995). Impact of waiting attribution and consumer's mood on perceived quality. Journal of Business Research, 34(3), 191–196.
  • Cheng, Y. H. (2010). Exploring passenger anxiety associated with train travel. Transportation, 37(6), 875–896.
  • Cheng, Y. H. (2011). Evaluating web site service quality in public transport: Evidence from Taiwan High Speed Rail. Transportation Research Part C: Emerging Technologies, 19(6), 957–974.
  • Cheng, Y. H., & Liu, K. C. (2012). Evaluating bicycle-transit users' perceptions of intermodal inconvenience. Transportation Research Part A: Policy and Practice, 46(10), 1690–1706.
  • Davis, M. M., & Heineke, J. (1998). How disconfirmation, perception and actual waiting times impact customer satisfaction. International Journal of Service Industry Management, 9(1), 64–73.
  • De Battisti, F., Nicolini, G., & Salini, S. (2010). The Rasch model in customer satisfaction survey data. Quality Technology & Quantitative Management, 7(1), 15–34.
  • Dellaert, B. G. C., & Kahn, B. E. (1999). How tolerable is delay? Consumers’ evaluations of internet web sites after waiting. Journal of Interactive Marketing, 13(1), 41–54.
  • Dollevoet, T., Huisman, D., Kroon, L., Schmidt, M., & Schöbel, A. (2014). Delay management including capacities of stations. Transportation Science. Advances online publication. doi:10.1287/trsc.2013.0506
  • Dube, L., Schmitt, B. H., & Leclerc, F. (1991). Consumers’ affective response to delays at different phases of a service delivery. Journal of Applied Social Psychology, 21(10), 810–820.
  • Durrande-Moreau, A. (1999). Waiting for service: Ten years of empirical research. International Journal of Service Industry Management, 10(2), 171–194.
  • Folkes, V. S., Koletsky, S., & Graham, J. L. (1987). A field study of causal inferences and consumer reaction: The view from the airport. Journal of Consumer Research, 13(4), 534–539.
  • Friman, M. (2010). Affective dimensions of the waiting experience. Transportation Research Part F: Traffic Psychology and Behaviour, 13(3), 197–205.
  • Gilliland, A. R., Hofeld, J. & Eckstrand, G. (1946). Studies in Time Perception. Psychological Bulletin, 43, 162–176.
  • Ginkel, A., & Schöbel, A. (2007). To wait or not to wait?. The Bicriteria delay management problem in public transportation. Transportation Science, 41(4), 527–538.
  • Goldstein, E. B. (2002). Sensation and perception. Australia: Wadsworth-Thomson Learning.
  • Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing, 79(4), 259–268.
  • Hambleton, R. K., Swaminathan, H., & Rogers, H. J. (1991). Fundamentals of item response theory. Sage, CA: Newbury Park.
  • Hess, R. L.Jr., Ganesan, S., & Klein, N. M. (2003). Service failure and recovery: The impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127–145.
  • Hoagland, H. (1966). Some biochemical consideration of time. In J. T. Fraser (Ed.), The voices of time (pp. 312–330). New York: George Braziller.
  • Hoffman, K. D., Kelley, S. W., & Chung, B. C. (2003). A CIT investigation of servicescape failures and associated recovery strategies. Journal of Services Marketing, 17(4), 322–40.
  • Hornik, J. (1992). Time estimation and orientation mediated by transient mood. The Journal of Socio-Economics, 21(3), 209–227.
  • Hornik, J. (1993). The role of affect in consumers’ temporal judgments. Psychology and Marketing, 10(3), 239–255.
  • Houston, M. B., Bettencourt, L. A., & Wenger, S. (1998). The relationship between waiting in a service queue and evaluations of service quality: A field theory perspective. Psychology and Marketing, 15(8), 735–753.
  • Hui, M. K., Thakor, M. V., & Gill, R. (1998). The effect of delay type and service stage on consumer's reactions to waiting. Journal of Consumer Research, 24(4), 469–480.
  • Hui, M. K., & Tse, D. K. (1996). What to tell consumers in waits of different lengths: An integrative model of service evaluation. Journal of Marketing, 60(2), 81–90.
  • Jones, P., & Dent, M. (1994). Improving service: Managing response time in hospitality operations. International Journal of Operations & Production Management, 14(5), 52–58.
  • Katz, K. L., Larson, B. M., & Larson, R. C. (1991). Prescription for the waiting-in-line blues: Entertain, enlighten, and engage. Sloan Management review, 32(5), 44–53.
  • Kim, J. K., Lee, B., & Oh, S. (2009). Passenger choice models for analysis of impacts of real-time bus information on crowdedness. Transportation Research Record: Journal of the Transportation Research Board, 2112, 119–126.
  • Krishnan, L., & Sexena, N. K. (1984). Perceived time: Its relationship with locus of control, filled versus unfilled time intervals, and perceivers sex. The Journal of General Psychology, 110(2), 275–281.
  • Lee, W., & Lambert, C. U. (2006). The effect of waiting time and affective reactions on customers' evaluation of service quality in a cafeteria. Journal of Foodservice Business Research, 8(2), 19–37.
  • Liebchen, C., Schachtebeck, M., Schöbel, A., Stiller, S., & Prigge, A. (2010). Computing delay resistant railway timetables. Computers & Operations Research, 37(5), 857–868.
  • Macar, F., Grondin, S., & Casini, L. (1994). Controlled attention sharing influences time estimation. Memory & Cognition, 22(6), 673–686.
  • Machleit, K. A., Kellaris, J. J., & Eroglu, S. A. (1994). Human versus spatial dimensions of crowding perceptions in retail environments: A note on their measurement and effect on shopper satisfaction. Marketing Letters, 5(2), 183–194.
  • Magnini, V. P., Ford, J. B., Markowski, E. P., & Honeycutt, E. D.Jr. (2007). The service recovery paradox: Justifiable theory or smoldering myth? Journal of Services Marketing, 21(3), 213–225.
  • Maister, D. H. (1985). The psychology of waiting lines. In J. Czepiel (Ed.), The service encounter (pp. 113–123). Massachusetts: Lexington Books.
  • Massof, R. W., & Fletcher, D. C. (2001). Evaluation of the NEI visual functioning questionnaire as an interval measure of visual ability in low vision. Vision Research, 41(3), 397–413.
  • McDonnell, J. (2007). Music, scent and time preferences for waiting lines. International Journal of Bank, 25(4), 223–237.
  • McGuire, K. A., Kimes, S. E., Lynn, M., Pullman, M. E., & Lloyd, R. C. (2010). A framework for evaluating the customer wait experience. Journal of Service Management, 21(3), 269–290.
  • Merbitz, C., Morris, J., & Grip, J. C. (1989). Ordinal scales and foundations of misinference. Archives of Physical Medicine Rehabilitation, 70(4), 308–312.
  • Mishalani, R., & McCord, M. (2010). Passenger wait time perceptions at bus stops: Empirical results and impact on evaluating real-time bus arrival information. Journal of Public Transportation, 9(2), 89–106.
  • Munichor, N., & Rafaeli, A. (2007). Numbers or apologies?. Customer reactions to telephone waiting time fillers. Journal of Applied Psychology, 92(2), 511–518.
  • Nie, W. (2000). Waiting: Integrating social and psychological perspectives in operation management. Omega, 28(6), 611–629.
  • Oakes, S. (2000). The influence of the musicscape within service environments. Journal of Services Marketing, 14(7), 539–556.
  • Oreja-Rodriguez, J. R., & Yanes-Estévez, V. (2007). Perceived environmental uncertainty in tourism: A new approach using the Rasch model. Tourism Management, 28(6), 1450–1463.
  • Papa, L., Seaberg, D. C., Rees, E., Ferguson, K., Stair, R., Goldfeder, B., & Meurer, D. (2008). Does a waiting room video about what to expect during an emergency department visit improve patient satisfaction. Journal of the Canadian Association of Emergency Physicians, 10(4), 347–354.
  • Pel, A. J., Bel, N. H., & Pieters, M. (2014). Including passengers’ response to crowding in the Dutch national train passenger assignment model. Transportation Research Part A: Policy and Practice, 66, 111–126.
  • Preston, J., Wall, G., Batley, R., Ibáñez, J. N., & Shires, J. (2009). Impact of delays on passenger train services. Transportation Research Record: Journal of the Transportation Research Board, 2117(1), 14–23.
  • Pruyn, A., & Smidts, A. (1998). Effects of waiting on the satisfaction with the service: Beyond objective time measures. International Journal of Research in Marketing, 15(4), 321–334.
  • Pruyn, A. T. H., & Smidts, A. (1993). Customers’ evaluations of queues: Three exploratory studies. European Advances in Consumer Research, 1, 371–382.
  • Rammsayer, T., & Lustnauer, S. (1989). Sex differences in time perception. Perceptual and Motor Skills, 68(1), 195–198.
  • Rasch, G. (1960). Probabilistic models for some intelligence and attainment tests, Copenhagen. Copenhagen: Danish Institute for Educational Research.
  • Reeve, B. B., Hays, R. D., Bjorner, J. B., Cook, K. F., Crane, P. K., Teresi, J. A., … Cella, D. (2007). Psychometric evaluation and calibration of health-related quality of life item banks: Plans for the Patient-Reported Outcomes Measurement Information System (PROMIS). Medical Care, 45(5), S22–S31.
  • Richins, M. (1983). Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of Marketing, 47(1), 68–78.
  • Roggeveen, A. L., Tsiros, M., & Grewal, D. (2012). Understanding the co-creation effect: When does collaborating with customers provide a lift to service recovery? Journal of the Academy of Marketing Science, 40(6), 771–790.
  • Roper, J. M., & Manela, J. (2000). Psychiatric patients’ perceptions of waiting time in the psychiatric emergency service. Journal of Psychosocial Nursing and Mental Health Services, 38(5), 18–27.
  • Rubio, V. J., Aguado, D., Hontangas, P. M., & Hernandez, J. M. (2007). Psychometric properties of an emotional adjustment measure: An application of the Graded Response Model. European Journal of Psychological Assessment, 23(1), 39–46.
  • Scherbaum, C. A., Finlinson, S., Barden, K., & Tamanini, K. (2006). Applications of item response theory to measurement issues in leadership research. The Leadership Quarterly, 17(4), 366–386.
  • Scolnik, D., Matthews, P., Caulfeild, J., & Feldman, B. M. (2003). Pagers in a busy paediatric emergency waiting room: A randomized controlled trial. Paediatrics & Child Health, 8(7), 422–426.
  • Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356–372.
  • Streiner, D. L., & Norman, G. R. (2004). Health measurement scales. A practical guide to their development and use. Oxford, NY: Oxford University Press.
  • Taylor, S. (1994). Waiting for service: The relationship between delays and evaluations of service. Journal of Marketing, 58(2), 56–69.
  • Taylor, B. D., Iseki, H., Miller, M. A., & Smart, M. (2009). Thinking outside the bus: Understanding user perceptions of waiting and transferring in order to increase transit use. California PATH Research Report UCB-ITS-PRR-2009-8.
  • Taylor, S., & Claxton, J. D. (1994). Delays and the dynamics of service evaluations. Journal of the Academy of Marketing Science, 22(3), 254–264.
  • Thomas, E. A., & Weaver, W. B. (1975). Cognitive processing and time perception. Perception and Psychophysics, 17(4), 363–367.
  • Thompson, D. A., & Yarnold, P. R. (1995). Relating patient satisfaction to waiting time perceptions and expectations: The disconfirmation paradigm. Academic Emergency Medicine, 2(12), 1057–1062.
  • Tom, G., & Lucey, S. (1995). Waiting time delays and customer satisfaction in supermarkets. Journal of Services Marketing, 9(5), 20–29.
  • Townsend, J. T., & Ashby, F. G. (1984). Measurement scale and statistics: The misconception misconceived. Psychological Bulletin, 96(2), 394–401.
  • Van Hagen, M., van Pruyn, A., Galetzka, M., & Kramer, J. (2009). Waiting is becoming fun! The influence of advertising and infotainment on the waiting experience. Noordwijkerhout, Netherlands: European Transport Congress.
  • Vansteenwegen, P., & Oudheusden, D. V. (2006). Developing railway timetables which guarantee a better service. European Journal of Operational Research, 173(1), 337–350.
  • Vittersø, J., Biswas-Diener, R., & Diener, E. (2005). The divergent meanings of life satisfaction: Item response modeling of the satisfaction with life scale in Greenland and Norway. Social Indicators Research, 74(2), 327–348.
  • Wang, Y., Guo, J., Ceder, A. A., Currie, G., Dong, W., & Yuan, H. (2014). Waiting for public transport services: Queueing analysis with balking and reneging behaviors of impatient passengers. Transportation Research Part B: Methodological, 63(May), 53–76.
  • Waseem, M., Ravi, L., Radeos, M., & Ganti, S. (2003). Parental perception of waiting time and its influence on parental satisfaction in an urban pediatric emergency department: Are parents accurate in determining waiting time? Southern Medical Journal, 96(9), 880–883.
  • Weiner, B. (1985). An attributional theory of achievement motivation and emotion. Psychological Review, 92(4), 548–573.
  • Wendler, E. (2007). The scheduled waiting time on railway lines. Transportation Research Part B: Methodological, 41(2), 148–158.
  • Whiting, A., & Donthu, N. (2009). Closing the gap between perceived and actual waiting times in a call center: Results from a field study. Journal of Services Marketing, 23(5), 279–288.
  • Wright, B. D. (1996). Reliability and separation. Rasch Measurement Transactions.
  • Wright, B. D., & Linacre, M. (1989). Observations are always ordinal; measurements, however, must be interval. Archives of Physical Medicine Rehabilitation, 70(12), 857–860.
  • Yang, A. S. (2009). Exploring adoption difficulties in mobile banking services. Canadian Journal of Administration Sciences, 26(2), 136–149.
  • Zakay, D. (1989). An integrated model of time estimation in time and human cognition: A life span perspective. Amsterdam: North Holland.
  • Zakay, D., & Hornik, J. (1991). How much time did you wait in line?. A time perception perspective, time and consumer behavior. Montreal: Universite du Quebec a Montreal.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12.
  • Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33–46.
  • Zhou, R., & Soman, D. (2008). Consumers’ waiting in queues: The role of first-order and second-order justice. Psychology & Marketing, 25(3), 262–279.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.