Perception of Waiting Time: Effects of Personality Types, Level of Uncertainty, and Criticality of Service

In this study, we present a broad conceptual model that identifies individual characteristics, service design characteristics, and criticality of service, affecting perception of waiting time, and attempt to empirically test some of these effects. Moreover, the impact of perception of waiting time on perceived service quality is investigated. More specifically, the impact of personality types and level of uncertainty, as well as the potentially moderating effect of the criticality of service, on the perception of waiting time, is to be examined. Additionally, we expect to find that as perceived waiting time increases, perceived service quality decreases.