The effects of music, wait-length evaluation, and mood on a low-cost wait experience.

SelectedWorks Author Profiles:

Karin Braunsberger

Document Type


Publication Date


Date Issued

January 2003

Date Available

May 2013


Waiting time research has implicitly assumed customers incur high waiting costs during service delays. However, few studies have explicitly measured customer perceptions of waiting costs. Our study examined the effects of judgment about music, wait-length evaluation, and customer mood on subjects’ overall experience evaluations in a low-cost wait situation. Results showed that while music likeability influenced both wait-length evaluation and mood, only mood contributed to subjects’ evaluation of their overall experience. Implications of the findings for research and practice are discussed.


Abstract only. Full-text article is available through licensed access provided by the publisher. Published in Journal of Business Research, 56(6), 421. doi:10.1016/S0148-2963(01)00244-2 Members of the USF System may access the full-text of the article through the authenticated link provided.




Elsevier Science Inc.

Creative Commons License

Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.