Soon after I started at LS3P I was asked by a College of Charleston Hospitality and Tourism Management professor to present to their students regarding the myriad ways that design can affect the guest or customer experience of a company. He had recently read (and had his students read) a paper titled Servicescapes: The Impact of Physical Surroundings on Customers and Employees, and tasked me with providing a broader view of the research on the subject for his students.
Who doesn't like waiting in line?
While the scope of the research presented is too broad to cover in a single post, one of the favorite topics relates to the ways in which architecture can influence actual and perceived wait times of customers, a topic described well in a 1985 article from David Maister titled the Psychology of Waiting Lines...
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