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http://dx.doi.org/10.5392/JKCA.2017.17.01.270

Meaning of Waiting Experience and Principles of Service Design  

Kwon, Ohkyun (연세대학교 HCI Lab.)
Kim, HyunYoung (연세대학교 HCI Lab.)
Kim, Bomyeong (연세대학교 HCI Lab.)
Lee, Jiin (연세대학교 HCI Lab.)
Ha, Taehoon (연세대학교 HCI Lab.)
Lee, Inseong (연세대학교 HCI Lab.)
Kim, Jinwoo (연세대학교 HCI Lab.)
Publication Information
The Journal of the Korea Contents Association / v.17, no.1, 2017 , pp. 270-286 More about this Journal
Abstract
Managing waiting experience is critical for providing service because waiting is an inevitable experience. We explored the factors which influence the waiting experience of the customers and the experience they face, in order to find out the meaning of waiting experience of the customer. As a result, we investigated a holistic sequence divided into four stages. When the customers wait for the service, perceived time would be increased by Zeigarnik effect. How long the customers feel when waiting is largely affected by a gap between waiting time and the perceived time, rather than the perceived time itself. Furthermore, the customers showed a tendency to have hard time immersing in the media due to considering others. Additionally, we could find that waiting time after giving an order is relatively more important than the waiting time before the order. Based on the results, the service provider should convey a feeling of completion by fitting the end point of the media to the point when the customer receives the service. In addition, high predictability needs to be offered for the customers in order to predict the exact waiting time. Finally, the customers should feel as if they take the initiative during waiting time.
Keywords
Waiting Time; Service Design; Design for Experience; Media;
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Times Cited By KSCI : 3  (Citation Analysis)
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