Transcription of The Psychology of Waiting Lines - columbia.edu
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The Psychology of Waiting Lines - columbia.edu
The Psychology of Waiting Lines By David H. Maister Introduction various 'queue management' techniques: for example, what the effects are upon In one of a series of memorable average Waiting times of adding servers, advertisements for which it has become altering 'queue discipline' (the order in justly famous, Federal Express (the which customers are served), speeding overnight package delivery service). up serving times, and so on. What has noted that: " Waiting is frustrating, been relatively neglected, however, is demoralizing, agonizing, aggravating, much substantive discussion of the annoying, time consuming and experience of Waiting . incredibly expensive." (1). As Levitt reminds us, "Products are The truth of this assertion cannot be consumed, services are experienced.". denied: there can be few consumers of Accordingly, if managers are to concern services in a modern society who have themselves with how long their not felt, at one time or another, each of customers or clients wait in line for the emotions identified by Federal service (as, indeed, they should), then Express' copywriters.
The Psychology of Waiting Lines By David H. Maister Introduction In one of a series of memorable advertisements for which it has become
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