Waiting in line is a ubiquitous consumer encounter, but it does not have to be a negative one. The author claims that service providers can nurture favorable encounters in several manners, by paying attention to the psychology involved in waiting.
The 'psychology of time' comprises social comparisons: the significant of advancement; three crucial components; and also the desire for social justice. The waiting does not have to be the most challenging part when a service is designed with these in mind.
The Waiting Game The Psychology of Time and its Effects on Service Design Case Study Solution
PUBLICATION DATE: May 01, 2013 PRODUCT #: ROT198-PDF-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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