Q. Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting? (Solved)
1. Pre-process waits seem longer than in-process waits
2. Anxiety makes the waiting period seem longer
3. Unexplained waits are shorter than explained waits
4. Physical discomfort makes waiting feel longer
- c. Unexplained waits are shorter than explained waits