What are some strategies to manage perceived and real waiting times?
Animate: Provide entertainment (Disneyland lines, recorded music, TV screens)
Discriminate: Create separate lines (airline “executive class,” ER entrance to hospital)
Automate: Use technology to reduce service times (ATMs, trouble-shooting software, databases, triage approaches)
Obfuscate: Hide the line (multi-stage waiting areas in theme parks, waiting area – lounge – restaurant)
Congregate: Promote waiting in groups