Date of Award
Master of Arts (MA)
The purpose of this study is twofold. The first purpose is to determine whether a service agent, using impression, management techniques, can change the attributions customers make and thereby reduce or even eliminate the negative emotions experienced by customers who are forced to wait longer than they had expected. The second purpose is to determine whether the subjects attend to information contained in the accounts provided by the service agent, or whether an "excuse" script is activated and verbal content ignored. In other words, are accounts offered for a delay subject to Langer et al.'s (1978) concept of mindlessness.
Mills, Nicholas, "The Effect of Excuses on Customers' Perceptions of Service Agents rollowing Service Delays" (1990). Student Work. 1301.