How can co-production reduce a customer's perceived or actual wait time?
A) Giving the guest something to do while waiting makes the wait feel shorter.
B) Removing the middleman (e.g., customers bagging their own groceries) speeds up the process.
C) Supplementing employees with self-service kiosks decreases service capacity.
D) It increases the user friendliness of the experience.

Question

Quizplus · Accepted Answer

By involving customers in the process (such as providing entertainment, interactive displays or other activities), they are less likely to feel that they are waiting as long. This is called "transformation of waiting" or "value-added waiting".

How Can Co-Production Reduce a Customer's Perceived or Actual Wait