Waiting in line is an experience of widespread use, but must not be negative. The author argues that service providers can promote positive experiences in many ways, paying attention to the psychology involved in waiting. “The psychology of time” includes three key elements: the importance of progress, social comparisons, and the desire for social justice. When a service is designed with this in mind, the wait was not going to be the hardest part.
by
Dilip Soman
Source: Rotman School of Management
5 pages.
Release: May 1, 2013. Prod #: ROT198-PDF-ENG
The waiting game: The psychology of time and its effects on the Case Service Solution Design
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