Using Maister\'s propositions concerning the psychology of waiting, match the pr
ID: 3913707 • Letter: U
Question
Using Maister's propositions concerning the psychology of waiting, match the proposition to the scenarios below that best demonstrates the principle in practice. Note that a scenario may a have more than 1 design principle that roughly applies, but only one is the best match. Each design principle is only to be used once.
In prison, solitary confinement is an additional punishment that isolates a prisoner from all other prisoners. It is said that solitary can take a heavy mental toll.
When Pizzeria Bianco first opened in Phoenix it quickly was ranked as the best pizza in the US. Customers were willing to wait for hours to enjoy the pizza. A line would form before the restaurant opened so customers could get on the waiting list and the average customer stated they had waited 2-4 hours to eat at the restaurant.
A buffet in Las Vegas has 2 lines, one is labeled VIP and the other is for all other guests. During Peak times VIP customer's are taken first before the other guests. One guest at the front of the all other guests line was very disgruntled because they were passed over for a table due to 3 groups entering the VIP line. This disgruntled guest now had to wait longer while the VIP guests were seated immediately.
Sam boards a plane to Phoenix. The plane gets to the runway and stops. After awhile Sam starts to grow impatient because the plane hasn't taken off. The more time passes the more Sam gets anxious that something is wrong with the plane and he won't make his destination on time. More time passes and now other passengers are starting to talk. Finally, the pilot announces we are next in line to takeoff and will depart in a 3 minutes. Sam checks his watch and sees they have only been waiting 5 minutes, but to him it felt like an eternity.
Jill arrives at the tire repair shop at 11:45 AM for her noon appointment and parks her car out front. She enters the store and checks in at the front desk where an employee tells Jill her car is next and it will be a few minutes. At noon Jill notices her car is still parked out front and asks how long till they work on it and the employee says it will be a little bit longer and that her car is next. At 12:20 Jill sees her car is still parked and is upset. When speaking with the employee they state she is next and her car will be worked on soon.
Ted is driving to work for an important meeting in rush hour traffic when a notification on his phone alerts there is a major accident ahead. All lanes come to a halt. Ted feels the left lane isn't moving so he changes lanes to the center. After awhile he notices the center lane isn't moving and the left is so he changes back. Shortly after he gets over the left lane stops. Now he notices the left lane isn't moving again and switches to the center. In reality, both lanes are moving at the same rate because at the accident and officer is letting 10 cars per lane alternating, left and center, go through the accident.
Sam's sub shop has noticed they have long lines at lunch and has since placed ordering sheets at the door where the line begins. Customers now can fill out the order slip selecting all items for their sub sandwich and have it completed by the time they reach the counter which has reduced wait time. No longer is a customer holding up the line while trying to figure out what they want on their sub.
A children doctor's office recently placed a video game system to the waiting room. It has the added benefit of giving children something to do while waiting for their appointment. Also parent's are filling out medical forms faster with less distractions given the children are busy playing games. When a child is asked how long they waited for their appointment they answer not long because they enjoy playing the provided video games.
Uncertain Waits Are Longer than Explained Waits
Anxiety Makes Waits Seem Longer
Solo Waits Feel Longer than Group Waits
Unfair Waits Are Longer than Equitable Waits
Occupied Time Feels Shorter than Unoccupied Time
Unexplained Waits Are Longer than Explained Waits
The More Valuable the Service, the Longer the Customer Will Wait
People Want to Get Started
- A. B. C. D. E. F. G. H.In prison, solitary confinement is an additional punishment that isolates a prisoner from all other prisoners. It is said that solitary can take a heavy mental toll.
- A. B. C. D. E. F. G. H.When Pizzeria Bianco first opened in Phoenix it quickly was ranked as the best pizza in the US. Customers were willing to wait for hours to enjoy the pizza. A line would form before the restaurant opened so customers could get on the waiting list and the average customer stated they had waited 2-4 hours to eat at the restaurant.
- A. B. C. D. E. F. G. H.A buffet in Las Vegas has 2 lines, one is labeled VIP and the other is for all other guests. During Peak times VIP customer's are taken first before the other guests. One guest at the front of the all other guests line was very disgruntled because they were passed over for a table due to 3 groups entering the VIP line. This disgruntled guest now had to wait longer while the VIP guests were seated immediately.
- A. B. C. D. E. F. G. H.Sam boards a plane to Phoenix. The plane gets to the runway and stops. After awhile Sam starts to grow impatient because the plane hasn't taken off. The more time passes the more Sam gets anxious that something is wrong with the plane and he won't make his destination on time. More time passes and now other passengers are starting to talk. Finally, the pilot announces we are next in line to takeoff and will depart in a 3 minutes. Sam checks his watch and sees they have only been waiting 5 minutes, but to him it felt like an eternity.
- A. B. C. D. E. F. G. H.Jill arrives at the tire repair shop at 11:45 AM for her noon appointment and parks her car out front. She enters the store and checks in at the front desk where an employee tells Jill her car is next and it will be a few minutes. At noon Jill notices her car is still parked out front and asks how long till they work on it and the employee says it will be a little bit longer and that her car is next. At 12:20 Jill sees her car is still parked and is upset. When speaking with the employee they state she is next and her car will be worked on soon.
- A. B. C. D. E. F. G. H.Ted is driving to work for an important meeting in rush hour traffic when a notification on his phone alerts there is a major accident ahead. All lanes come to a halt. Ted feels the left lane isn't moving so he changes lanes to the center. After awhile he notices the center lane isn't moving and the left is so he changes back. Shortly after he gets over the left lane stops. Now he notices the left lane isn't moving again and switches to the center. In reality, both lanes are moving at the same rate because at the accident and officer is letting 10 cars per lane alternating, left and center, go through the accident.
- A. B. C. D. E. F. G. H.Sam's sub shop has noticed they have long lines at lunch and has since placed ordering sheets at the door where the line begins. Customers now can fill out the order slip selecting all items for their sub sandwich and have it completed by the time they reach the counter which has reduced wait time. No longer is a customer holding up the line while trying to figure out what they want on their sub.
- A. B. C. D. E. F. G. H.A children doctor's office recently placed a video game system to the waiting room. It has the added benefit of giving children something to do while waiting for their appointment. Also parent's are filling out medical forms faster with less distractions given the children are busy playing games. When a child is asked how long they waited for their appointment they answer not long because they enjoy playing the provided video games.
A.Uncertain Waits Are Longer than Explained Waits
B.Anxiety Makes Waits Seem Longer
C.Solo Waits Feel Longer than Group Waits
D.Unfair Waits Are Longer than Equitable Waits
E.Occupied Time Feels Shorter than Unoccupied Time
F.Unexplained Waits Are Longer than Explained Waits
G.The More Valuable the Service, the Longer the Customer Will Wait
H.People Want to Get Started
Explanation / Answer
Answer)
Maister's propositions concerning the psychology of waiting, matching the proposition to the scenarios below that best demonstrates the principle in practice:
Answer)
In prison, solitary confinement is an additional punishment that isolates a prisoner from all other prisoners. It is said that solitary can take a heavy mental toll. - C. Solo Waits Feel Longer than Group Waits
When Pizzeria Bianco first opened in Phoenix it quickly was ranked as the best pizza in the US. Customers were willing to wait for hours to enjoy the pizza. A line would form before the restaurant opened so customers could get on the waiting list and the average customer stated they had waited 2-4 hours to eat at the restaurant. - G. The More Valuable the Service, the Longer the Customer Will Wait
A buffet in Las Vegas has 2 lines, one is labeled VIP and the other is for all other guests. During Peak times VIP customer's are taken first before the other guests. One guest at the front of the all other guests line was very disgruntled because they were passed over for a table due to 3 groups entering the VIP line. This disgruntled guest now had to wait longer while the VIP guests were seated immediately. - D. Unfair Waits Are Longer than Equitable Waits
Sam boards a plane to Phoenix. The plane gets to the runway and stops. After awhile Sam starts to grow impatient because the plane hasn't taken off. The more time passes the more Sam gets anxious that something is wrong with the plane and he won't make his destination on time. More time passes and now other passengers are starting to talk. Finally, the pilot announces we are next in line to takeoff and will depart in a 3 minutes. Sam checks his watch and sees they have only been waiting 5 minutes, but to him it felt like an eternity. - B. Anxiety Makes Waits Seem Longer
Jill arrives at the tire repair shop at 11:45 AM for her noon appointment and parks her car out front. She enters the store and checks in at the front desk where an employee tells Jill her car is next and it will be a few minutes. At noon Jill notices her car is still parked out front and asks how long till they work on it and the employee says it will be a little bit longer and that her car is next. At 12:20 Jill sees her car is still parked and is upset. When speaking with the employee they state she is next and her car will be worked on soon. - F. Unexplained Waits Are Longer than Explained Waits
Ted is driving to work for an important meeting in rush hour traffic when a notification on his phone alerts there is a major accident ahead. All lanes come to a halt. Ted feels the left lane isn't moving so he changes lanes to the center. After awhile he notices the center lane isn't moving and the left is so he changes back. Shortly after he gets over the left lane stops. Now he notices the left lane isn't moving again and switches to the center. In reality, both lanes are moving at the same rate because at the accident and officer is letting 10 cars per lane alternating, left and center, go through the accident. - A. Uncertain Waits Are Longer than Explained Waits
Sam's sub shop has noticed they have long lines at lunch and has since placed ordering sheets at the door where the line begins. Customers now can fill out the order slip selecting all items for their sub sandwich and have it completed by the time they reach the counter which has reduced wait time. No longer is a customer holding up the line while trying to figure out what they want on their sub. - H. People Want to Get Started
A children doctor's office recently placed a video game system to the waiting room. It has the added benefit of giving children something to do while waiting for their appointment. Also parent's are filling out medical forms faster with less distractions given the children are busy playing games. When a child is asked how long they waited for their appointment they answer not long because they enjoy playing the provided video games. - E. Occupied Time Feels Shorter than Unoccupied Time
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