Like this article? PLEASE +1 it! Evan Signature
Evan Carmichael Top Header
Share for a Cause









Customer preception of waiting

Written by: Russell DeWitt

Article Overview: This article shares the results of a study conducted at The School of Business and Economics at North Caroline AT&T University. The report focused on the customer's perception of delay before receiving services. A small group activity is included for the purpose of discussion of what your site/department/business can do to affect customer satisfaction.

Free Download - Your work environment leaves an impression...of you By Russell DeWitt
Name: Email:

Customer preception of waiting

The School of Business and Economics at North Carolina AT&T University conducted a study on customer perception of wait time and how it affected one's opinion of the overall service experience.

"The results showed that the only wait satisfaction that consistently affected customer perceptions of service quality involved the service-entry wait."

The service-entry wait is described as "that time which precedes service delivery."

Experts need not tell us that we live in a high-paced culture. This being the case, we are becoming less tolerant of wait times in any service industry.

We have heard the phrase, "Perception is everything." That having been said, when are those occasions when we have heard ourselves saying, "Wow, that was quick?" In many cases, it was not so much that the wait itself was short, but the mind of the customer was occupied during the wait.

Amusement parks have installed television screens in their waiting lines. Although complaints have not been eliminated, they have gone down.

Team exercise:

Information on the study was derived from Emeraldinsights' website.

Related Articles
  The Ultimate Time Management Tip
  Sales Training Tip of the Day: Focus on the Deal in Front of You
  One thing that may seem insignificant
  Who Comes First: The Customer or the Customer?
  Upselling to Loyal Customers

Home > Leadership > Russell DeWitt > Customer preception of waiting
Article Tags: amp, amusement parks, bad idea, customer perception, customer perceptions, em service, li li, nbsp, occasions, paced culture, school of business, service delivery, service experience, service quality, t university, team exercise, television screens, ul, wait time, wait times

About the Author: Russell DeWitt
RSS for Russell's articles - Visit Russell's website

Russell DeWitt is a Program Developer & Trainer for a distinguished Medical Group in Indianapolis, IN. He holds a Bachelors in Youth Ministry & Bible. Russell will have his MBA from Indiana Wesleyan University this August. Russell is author of the eBook Three R's to Achievement, which is available at www.threerachieve.com Russell spent fourteen years speaking at youth camps, retreats, banquets, & other functions. Russell joined Corporate America in 1997. Here he served as a help desk technician, was promoted to eCommerce Consultant, and became a trainer for a fortune 500 company. After nine years, he joined his current employer. Here, he is "privileged to make a difference in the lives of others." Russell is also a writer for the Indianapolis Examiner. http://tiny.cc/LkAVP Russell has been married for eighteen years to his beautiful wife, Monica, who is an RN and fantastic mother. Russell has two boys, Liam and Landon, and they are the heartbeat of his life.

Click here to visit Russell's website Dashed Line

More from Russell DeWitt
Connecting with a purpose Part IV
Your work environment leaves an impressionof you
Building Confidence
Needling for the Need
Customer preception of waiting


Related Forum Posts
Re: Two Useful Books To Help You Focus On The CLIENT Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
Re: Paypal process $315 million in payments per day. Re: Paypal process $315 million in payments per day. - I agree with you David, their Customer relations suck. This mean other payment systems like 2CO and WORLDPAY should work on their customers relations to take more slice of the market.
Re: Welcome to Entrepreneur University! Re: Welcome to Entrepreneur University! - Hi Evan and GT, Can you clarify? If you join the "Preferred Customer" you are not entitled to commission? Why? This is the the $79.95/month account, I don't understand why you are not getting commission from it?
Re: Evan's 1000th post Re: Evan's 1000th post - Evan we are still waiting
New business New business - So what is the new business idea Jen? We're all waiting to find out!


Recommended Article for You close

  The Ultimate Time Management Tip

Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.



Featured Article


Bottom Footer
Share for a Cause












Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!
Name:
Email:
Popular Articles

Smart & Simple Internet Techniques

Setting Goals for your Home Based Business

Is the iPad useful? One CEO tells all ....
Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.