Describe four of the ten propositions on the psychology of waiting lines
What will be an ideal response?
Waiting lines create dissatisfied customers for a number of reasons. The ten propositions describe characteristics that can increase or decrease satisfaction. First, unoccupied time feels longer than occupied time. The solution is to find a way to occupy customers, perhaps with other services. Second, pre- and post-process waits feel longer than in-process waits. Express/electronic check-in and speedy billing can reduce dissatisfaction here. Third, anxiety makes waits seem longer. Here again, occupying customers can help reduce negative effects. Fourth, uncertain waits are longer than known, finite waits. Adjusting to a wait of known length is easier because customers can see a finish line approaching.
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