Can Online Wait Be Managed? The Effect of Filler Interfaces and Presentation Modes on Perceived Waiting Time Online

Abstract

A filler interface that runs during the wait for search results may influence online users' perceived waiting time (PWT); however, no scientific investigation has attempted to design effective filler interfaces for managing online waits. By adopting resource allocation theory, cognitive absorption theory, and human computer interaction (HCI) theories (competition for attention, visual search, and motion effect), we design diverse filler interfaces and investigate their effects on antecedents of PWT. The proposed research model considers cognitive absorption factors such as temporal dissociation, focused immersion, and heightened enjoyment as antecedents of PWT, which in turn triggers three outcomes: affective appraisals, cognitive appraisals, and Web site use intention. A multistage, multimethod approach is used to test the research hypotheses. In the first stage, we compare a filler interface condition with a no-filler interface condition, and find the superiority of a filler interface with respect to inducing focused immersion and temporal dissociation. In the second stage, we conduct two controlled experiments to examine whether filler interfaces with various designs (varying the presence and relevance of image, text, and image motion) distinctly influence antecedents of PWT and confirm their distinctive effects on focused immersion, temporal dissociation, and heightened enjoyment. In addition, by conducting a structural equation modeling analysis, we find that our research model explains 51 percent, 51 percent, 44 percent, and 45 percent of the variance in PWT, affective appraisals, cognitive appraisals, and Web site use intention respectively. Theoretical and practical implications of these findings are provided.

Investigation of temporal dissociation and focused immersion as moderators of satisfaction–continuance intention relationship: Smartphone as an example

“…According to Agarwal and Karahanna (2000), cognitive absorption is the precursor of perceived ease-of-use and perceived usefulness. Cognitive absorption is found to be an important factor influencing IT acceptance behaviours which are stimulating and absorbing for the user (Saade and Bahli, 2005;Shang et al, 2005;Wakefield and Whitten, 2006;Chandra et al, 2009;Weniger and Loebbecke, 2011;Lee et al, 2012). The concept has also been applied to many contexts such as virtual community (Novak et al, 2000;Wang and Fesenmaier, 2004;Lin, 2009) and computer games (Yang and Teo, 2008).…”

“…Saade and Bahli (2005) defined cognitive absorption with three dimensions: temporal dissociation, focused immersion, and heightened enjoyment. In a study on the effect of filler interfaces and presentation modes on perceived waiting time online, Lee et al (2012) also used the dimensions of focused immersion, temporal dissociation and heightened enjoyment.…”

“…It is related to flow constructs such as telepresence/time distortion (Rutkowski et al, 2007) and transformation of time (Csikszentmihalyi, 1990). Individuals who are in a state of temporal dissociation will perceive shorter time duration (Csikszentmihalyi, 1990;Skadberg and Kimmel, 2004;Lee et al, 2012). Hence, even though time is still measured by the clock objectively, the perception of psychological time is now subjective (Lobler et al, 2011).…”

Information, beliefs, and motivation: The antecedents to human resource attributions

“…We used Lee, Chen, and Ilie's () five‐item measure of perceived relevance, adapted to refer to WMM (e.g., “The workload management procedure matters to me”). Items were rated on the same scale as organizational cynicism.…”

Re-thinking queue culture: the commodification of thick time

“…Nevertheless, what third − party managed waiting territories (room, telephone, online etc.) have in common is that they are designed to meet instrumental ends (Harper and Shahani, 2002;Lee et al, 2012). Unlike the earlier conception of the waiting line as a culture within the sociological literature, these spaces 169 Re-thinking queue culture are commoditized (Hum and Sim, 1996;Stalk, 1988).…”