In-Store Wait Time Perception

What it measures

Three items measuring the extent to which a shopper perceives that the wait time experienced during a specific shopping trip — particularly at the checkout counter — was unreasonably long. Albrecht, Hattula, and Lehmann (2017) used the scale in Studies 1a and 1b as part of a broader investigation into in-store shopping stress and its effects on purchase abandonment. Although inspired by Grewal et al.'s (2003) two-item wait expectations measure, the items were substantially rewritten and should be considered a new instrument.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• The waiting time in the store (e.g., at the checkout counter) was too long.
• I had to wait too long in the store (e.g., at the checkout counter).
• It seemed to me as if I had to wait forever in the store (e.g., at the checkout counter).

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Alphas were .96 (Study 1a, n=883) and .98 (Study 1b, n=501). Validity was not formally discussed. Item 3 uses hyperbolic language ('wait forever') that may need modification for formal scale testing. Companion scales from the same paper measure in-store shopping stress and purchase abandonment.

Recommended companion scales

Citation

Albrecht, C.M., Hattula, S., & Lehmann, D.R. (2017). The relationship between consumer shopping stress and purchase abandonment in task-oriented and recreation-oriented consumers. Journal of the Academy of Marketing Science, 45(5), 720–740.

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