Which of the following would tend to increase the difference between the actual time customers spent waiting and the perceived time spent waiting by those customers?
(I)Lots of experience with the service on the part of customers(II)Anxiety on the part of customers(III)A pleasant physical environment for the customers
A)I and II only
B)I only
C)II only
D)III only
E)I, II, and III

Question

Quizplus · Accepted Answer

Anxiety on the part of customers (II) tends to increase the perceived time spent waiting because anxious customers are more likely to feel that time is passing slowly. Experience with the service (I) often reduces the difference because customers have more accurate expectations, and a pleasant physical environment (III) can make waiting times feel shorter, not longer.

Which of the Following Would Tend to Increase the Difference