Chapter 11: Situational factors

Question 1

Temporal Factors

Answer 1

• Time is money
• Customer under time and pressure

economic perspective :
 time as a finite resource

psychological perspective
 perception of the passage of time
 can retailer manage perception of how much time has passed

Question 2

 can retailer manage perception of how much time has passed

Answer 2

• split up in sections
• airport, you get in line then go through security

Question 3

Managing time perceptions

Answer 3

• Queuing theory: the mathematical study of waiting lines (studies found consumers often buy more the longer they need to wait)
  o Minimize bottlenecks and empty time
  o Distract and entertain
  o Provide information
  o Enact fair play

Question 4

UX: Creating optimal user experiences

Answer 4

• Create customer segments
• Choose your target segments and create personas of typical customers in each of these segments (usually a male and female

create customer journey map

remove bottlenecks