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Time orientation, task characteristics, and customer performance

Conference Paper


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Abstract


  • The present study illustrates that consumer time use preference moderates the effect of

    satisfaction with the task solution, but has no impact on level of performance. Results show

    that more complex tasks produce higher (lower) levels of satisfaction for polychronic

    (monochronic) consumers than simpler tasks. In contrast, prioritizing complex activities

    increases (decreases) satisfaction for monochronic (polychronic) consumers. Unlike task

    solution satisfaction, time orientation does not impact on task performance. These findings

    suggest that online retailers should emphasize site factors related to consumers’ tasks that

    best suit the time use preference of their primary users in order to maximize customer

    satisfaction.

Publication Date


  • 2008

Citation


  • Reynolds, N. & Ruiz De Maya, S. (2008). Time orientation, task characteristics, and customer performance. 37th EMAC Conference (pp. 1-7). Brussels, Belgium: European Marketing Academy.

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=1536&context=buspapers

Ro Metadata Url


  • http://ro.uow.edu.au/buspapers/534

Start Page


  • 1

End Page


  • 7

Place Of Publication


  • Brussels, Belgium

Abstract


  • The present study illustrates that consumer time use preference moderates the effect of

    satisfaction with the task solution, but has no impact on level of performance. Results show

    that more complex tasks produce higher (lower) levels of satisfaction for polychronic

    (monochronic) consumers than simpler tasks. In contrast, prioritizing complex activities

    increases (decreases) satisfaction for monochronic (polychronic) consumers. Unlike task

    solution satisfaction, time orientation does not impact on task performance. These findings

    suggest that online retailers should emphasize site factors related to consumers’ tasks that

    best suit the time use preference of their primary users in order to maximize customer

    satisfaction.

Publication Date


  • 2008

Citation


  • Reynolds, N. & Ruiz De Maya, S. (2008). Time orientation, task characteristics, and customer performance. 37th EMAC Conference (pp. 1-7). Brussels, Belgium: European Marketing Academy.

Ro Full-text Url


  • http://ro.uow.edu.au/cgi/viewcontent.cgi?article=1536&context=buspapers

Ro Metadata Url


  • http://ro.uow.edu.au/buspapers/534

Start Page


  • 1

End Page


  • 7

Place Of Publication


  • Brussels, Belgium