Consumer Perception and Evaluation of Waiting Time

Telephone waiting times for a commercial service were varied in two different experiments. In the first experiment, the telephone rate was either zero or fixed at Dfl.1.- (approx. $0.40) per minute. Consumer perceptions of waiting times could be described best by a psychophysical power function. Furthermore, wait evaluations were mainly influenced by the difference between the consumers' acceptable and perceived waiting times. The negative effect of perceived waiting time on wait evaluations was increased by the monetary costs of waiting.In the second experiment, the waiting times were filled in different ways: music, queue information, and information about expected waiting time. Information about the expected waiting time significantly reduced the consumer's overestimation of waiting time, whereas information about wait duration and queue increased the negative effect of perceived waiting time on wait evaluations.customer satisfaction;experiment;psychophysics;telephone waiting times

Service Processes as a Sequence of Events

In this paper the service process is considered as a sequence ofevents. Using theory from economics and psychology a model isformulated that explains how the utility of each event affects theoverall evaluation of the service process. In this model we especiallyaccount for the peak-and-end rule and negative consumer timepreference. This model is tested in the context of telephone servicecalls in the financial service market. Our results show that both theaverage utility and the positive peak of the events positively affectcustomer satisfaction with the service call. Surprisingly, the end ofthe sequence has a negative effect. Theoretical and managerialimplications of these findings are discussed.satisfaction;economic psychology;consumers;sequence of events;services

Portugal and South Africa: Close Allies or Unwilling Partners in Southern Africa during the Cold War?

The popular perception of the existence of a straightforward alliance between Portugal and South Africa as a result of the growing efficacy of African nationalist groups during the 1960s and early 1970s has never been seriously questioned. However, new research into recently declassified documents from the Portuguese military archives and an extensive overview of the Portuguese and South African diplomatic records from that period provide a different perception of what was certainly a complex interaction between the two countries. It should be noted that, although the two countries viewed their close interaction as mutually beneficial, the existing political differences effectively prevented the creation of an open strategic alliance that would have had a greater deterrence value instead of the secretive tactical approach that was used by both sides to resolve immediate security threats. In addition, South African support for Portugal’s long, difficult and costly counterinsurgency effort in three different operational theatres in Africa – Angola, Mozambique and Guinea Bissau – was not really decisive since such support was never provided on a significant scale

Consumer Perception and Evaluation of Waiting Time

Telephone waiting times for a commercial service were varied in two different experiments. In the first experiment, the telephone rate was either zero or fixed at Dfl.1.- (approx. $0.40) per minute. Consumer perceptions of waiting times could be described best by a psychophysical power function. Furthermore, wait evaluations were mainly influenced by the difference between the consumers' acceptable and perceived waiting times. The negative effect of perceived waiting time on wait evaluations was increased by the monetary costs of waiting. In the second experiment, the waiting times were filled in different ways: music, queue information, and information about expected waiting time. Information about the expected waiting time significantly reduced the consumer's overestimation of waiting time, whereas information about wait duration and queue increased the negative effect of perceived waiting time on wait evaluations

Service Processes as a Sequence of Events

In this paper the service process is considered as a sequence of events. Using theory from economics and psychology a model is formulated that explains how the utility of each event affects the overall evaluation of the service process. In this model we especially account for the peak-and-end rule and negative consumer time preference. This model is tested in the context of telephone service calls in the financial service market. Our results show that both the average utility and the positive peak of the events positively affect customer satisfaction with the service call. Surprisingly, the end of the sequence has a negative effect. Theoretical and managerial implications of these findings are discussed

Modeling CLV:A test of competing models in the insurance industry

Customer Lifetime Value (CLV) is one of the key metrics in marketing and is considered an important segmentation base. This paper studies the capabilities of a range of models to predict CLV in the insurance industry. The simplest models can be constructed at the customer relationship level, i.e. aggregated across all services. The more complex models focus on the individual services, paying explicit attention to cross buying, but also retention. The models build on a plethora of approaches used in the existing literature and include a status quo model, a Tobit II model, univariate and multivariate choice models, and duration models. For all models, CLV for each customer is computed for a four-year time horizon. We find that the simple models perform well. The more complex models are expected to better capture the richness of relationship development. Surprisingly, this does not lead to substantially better CLV predictions

Double-blind reviewing and gender biases at EvoLang conferences

A previous study of reviewing at the Evolution of Language conferences found effects that suggested that gender bias against female authors was alleviated under double-blind review at EvoLang 11. We update this analysis in two specific ways. First, we add data from the most recent EvoLang 12 conference, providing a comprehensive picture of the conference over five iterations. Like EvoLang 11, EvoLang 12 used double-blind review, but EvoLang 12 showed no significant difference in review scores between genders. We discuss potential explanations for why there was a strong effect in EvoLang 11, which is largely absent in EvoLang 12. These include testing whether readability differs between genders, though we find no evidence to support this. Although gender differences seem to have declined for EvoLang 12, we suggest that double-blind review provides a more equitable evaluation process