Psychology of Waiting and How to Reduce Boredom and Frustration - Research Paper Example

The paper "Psychology of Waiting and How to Reduce Boredom and Frustration" is a perfect example of a management research paper. Queues are now integral parts of our daily lives and are experienced in almost everywhere services are rendered or goods are sold. The experiences of these queues are almost always unpleasant. This is so especially when one has to wait for long thereby wasting time that would otherwise be used in probably a more productive activity. Waiting causes not only an inconvenience, but also frustration to people’s daily lives. It is clear that nobody enjoys waiting in long lines. A customer who waits long in a line may not repeat their patronage. Often, customers may be discouraged from pursuing valuable services by a sheer length of the waiting line. How well one manages queues in the service industry can have a tremendous impact on the customer service and ultimately the return on investment. In today’s competitive business environment, timely service provision is considered an integral part of a quality management system that considers customer satisfaction an important ingredient in customer care. It is not enough to provide a service that is void of errors, but it is better to provide it timeously.

Since the modern society is progressively turning into a service dominating one, customer satisfaction and service operation capabilities have shown to provide an organization a competitive advantage in the marketplace, and this has consequently lead to increasing importance in service operations management.

As a solution to enhancing customer satisfaction, firms are seeking ways to reduce checkout lines. Queue management systems are one of the most important elements in maintaining sustained customer loyalty.

Many organizations are facing problems in the form of disorderly queuing areas, increased queuing time periods, and frustrated customers due to unfair serving. Understanding the implications of queuing on the customers and business. Managers should design a system to help create a service delivery setup where customers can enjoy a good experience resulting in the highest levels of customer satisfaction and loyalty (Stevenson, 2012)