Select a business/company that you feel does not understand the psychology of wa

Question

Select a business/company that you feel does not understand the psychology of waiting and provide examples in their process where they could manage the customer's perception of waiting better using the article's. The examples you provide must be linked to a principle from the Norman and Maister's articles. Provide 3 examples along with the corresponding principle from the psychology of waiting articles.

Instructions: Number each example and separate each example with a blank line. Start your answer with the business name (must be a real business e.g. McDonald's, Starbucks, Harkins, Macy's, Nike, etc.) and then follow with the 3 examples. Each example should briefly describe how they don't manage waiting and the principle it links to (3-4 sentences). All principles can be found in the as answers in the matching questions.

http://davidmaister.com/articles/the-psychology-of-waiting-lines/

https://www.jnd.org/ms/Norman%20The%20Psychology%20of%20Waiting%20Lines.pdf

Explanation / Answer

Answer)

Let us choose the example of the company known as Starbucks. Now we will give 3 examples as per which we feel that it does not understand the psychology of waiting in their process where they could manage the customer's perception of waiting better using the principle from the Norman and Maister's articles. While waiting at a Starbucks behind a huge queue, we can have many cases :

a) Uncertain Waits Are Longer than Explained Waits - There is no explanation or certainty as to how much time it will take for the coffee or your beverage to be delivered while you are in that line. This is uncertain as the customer's before you might ask for bulk orders which may take more time than just one coffee. Thus, these waits are uncertain.

b) Occupied Time Feels Shorter than Unoccupied Time - While you are standing in that line, you feel like your 5-10 minutes have been wasted which you could have better utilized at work or at home. Thus, the time was unoccupied and thus feels a waste. Whereas if the time was occupied by some other means in the queue then it would have been worth it to stand in the queue.

c) Solo Waits Feel Longer than Group Waits - Now quite likely in a queue, we will have individuals who are waiting solo for their order in the queue. Thus, the solo wait will feel longer than waiting in a company of friends or also small talks to strangers or communicating in some way. Thus, the problem of solo waiting is a discomfort and it remains.

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