Waiting to give: Revealed versus stated preferences

Stephanie Heger, Robert Slonim, Ellen Garbarino, Ashley Craig

Research output: Contribution to journalArticlepeer-review

26 Citations (Scopus)


We estimate and compare the effect of increased time costs on consumer satisfaction and behavior. We are able to move beyond the existing literature, which focuses on satisfaction and intention, and estimate the effect of waiting time on return behavior. Further, we do so in a prosocial context and our measure of cost is the length of time a blood donor spends waiting. We find that relying on satisfaction data masks important time cost sensitivities; namely, it is not how the donor feels about the wait time that matters for return behavior, but rather the actual duration of the wait. Consistent with theory we develop, our results indicate that waiting has a significant longer-term social cost: we estimate that a 38% increase (equivalent to one standard deviation) in the average wait would result in a 10% decrease in donations per year.
Original languageEnglish
Pages (from-to)3672-3690
Number of pages19
JournalManagement Science
Issue number11
Early online date2 Sep 2016
Publication statusPublished - 2016

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