3.1 The psychology of waiting lines - Maister

Question 1

S = P -E –> first law of science

Answer 1

s = satisfaction

p = perception

e = expectation

Question 2

three things a service manager must pay attention to

Answer 2

• what was actually done to or for the client
• what was perceived by the client
• what did the client expect

Question 3

halo-effect –> second law of service

Answer 3

a type of cognitive bias in which our overall impression of a person influences how we feel and think about their character

Question 4

propositions concerning psychological waiting time

Answer 4

• occupied time feels shorter than unoccupied time
• people want to get started: preprocess waits are perceived as longer than in-process waits
• anxiety makes waits seem longer
• uncertain waits are longer than known, finite ways
• unexplained waits are longer than explained waits
• unfair waits are longer than equitable waits
• the more valuable the service, the longer the customer will wait
• solo waits feel longer than group waits
• comfortable waits feel shorter
• waiting in short, slow queues feels shorter