Waiting Time Fillers and Customer Reactions to Telephone Waiting
Waiting Time Fillers and Customer Reactions to Telephone Waiting
Nira Munichor, Tel Aviv University Anat Rafaeli, Technion Liad Weiss, Columbia Unive...
Waiting Time Fillers and Customer Reactions to Telephone Waiting
Nira Munichor, Tel Aviv University Anat Rafaeli, Technion Liad Weiss, Columbia University 1
2
The Study of Waiting People wait … 82,300,000 entries of "waiting" in Google Few speak directly about waiting in a queue Little social science research The “waiting balance”: Unavoidable to most service operations Inevitable to most consumption experiences Produces negative responses
Can we mitigate negative reactions? 3
The Study of Waiting Paper in progress: Factors that influence customer reactions to waiting The Context Waiting Rules
Waiting Goal Product or Service
Queue Structure and Waiting Policies
Participant Properties Customer Attributes
Waiting Medium Cultural Environment Specific Waiting Experience Situational Factors Others’ Behaviors
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Time Fillers In Telephone Waiting Effective management of reactions
Relatively easy to re-design Please wait. I am temporarily out of motivation. 5
(c) Anat Rafaeli - http://Anat.Rafaeli.Net
Influence of Time Fillers Experiment 1
123 people called a lab Assigned to one of 3 conditions • Music • Apologies • Location information
Put on hold (108 s) Satisfaction from waiting 6
48
Time Filler Effects location-information > music, apologies 3.87