Dynamics of Emotional Responses and Emotion Regulation during Multi-Stage Waits

When consumers have to wait during a multi-stage service delivery process, consumers’ emotional responses to the waiting may evolve over the course of interaction with services. Extant literature offers limited understanding of dynamic emotional response during multi-stage waiting. The current study examines the salience of specific types of negative emotions at each stage of waiting and the effect of emotion regulation strategies on encounter satisfaction. The moderating effect of regulatory focus on emotion regulation strategies is also examined. Implications for scholars and service managers are then discussed