haku: @author Larson, R. C. / yhteensä: 11
viite: 2 / 11
| Tekijä: | Katz, K. L. Larson, B. M. Larson, R. C. |
| Otsikko: | Prescription for the waiting-in-line blues: entertain, enlighten, and engage |
| Lehti: | Sloan Management Review
1991 : WINTER, VOL. 32:2, p. 44-53 |
| Asiasana: | CONSUMER ATTITUDES CUSTOMERS SERVICE |
| Kieli: | eng |
| Tiivistelmä: | As consumers experience a greater squeeze on their time, even short waits seem longer than ever before. If firms can improve customers' perceptions of the time they spend waiting to be served, then customers will experience less frustration and may feel more satisfied with the service encounter. Customer perceptions of waiting in line and investigates methods for making waiting more tolerable are examined. Previous work in queue psychology is reviewed. The lessons gained from the Bank of Boston experience are described and analyzed. The major findings of the survey are summarized. Ten suggestions for managers are formulated. |
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