Suppose that you are in a fashion shop and that you have just found a clothing i

Question

Suppose that you are in a fashion shop and that you have just found a clothing item that you like. You go to the counter to pay for the item. At the counter you find a shop assistant who is talking to a friend on her mobile phone. You have to wait. You wait for a couple of minutes, but the shop assistant is in no hurry to finish the call. This event may make you angry. Waiting for service is a common cause of anger: the longer the delay, the angrier customers tend to be. As a researcher, you need answer the following question given below.

Q. interviews can be applied to collect qualitative data for this study. [Note: You MUST not insert any hyphen (-) to write your answer here. For example, do NOT write 'off-campus' but should write 'off campus'.]

Explanation / Answer

The amount of time people wait in the queue before they get the service and how they feel when the do so (irritated, bored, impatient, annoyed) is a big thing for an average person in the economy. The way any business manages these lines may significantly affect the brand loyalty, generated profits and customer spending. A long and unpleasant wait can definitely destroy customer goodwill and their views about the brand and may cause people to leave the line(reneging) or deciding not to enter the queue(balking) in either case the store loses out on sales or the customers may be discouraged to come back to the store entirely. So customer experience is a very important aspect of any business. Businesses can do a lot more in improving their customer experiences by conducting proper sentiment analysis(opinion mining or emotion AI) to find out what a customer feels while waiting in the queue. How people feel while they wait in the line often matters more than the duration of the wait itself(for some customers may be willing and will be okay to wait for a long time to get the service even if it is taking quite a bit of time). People have a tolerance for waiting that is proportional to the complexity or quantity of service that they anticipate.

Interviews can actually be applied to collect qualitative data for the study conducted by the researcher. This process will help to computationally identify and categorize opinions expressed in a piece of texts or through a questionnaire containing the relevant questions in order to determine the customer’s attitude towards the particular topic is positive, negative or neutral. These interviews can be conducted by distributing the questionnaires while the customer is waiting in the queue or by conducting personal interviews while they are in line. These interviews will help in determining the following:

So the individual’s experience in the waiting line depends on individual perception and can be easily manipulated for optimum level of customer satisfaction.

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