“排队等待”是我们日常生活中不可避免的现象，顾客感知的长时间等待会引发焦虑和愤怒等负面情绪。本文阐述了排队等待负面情绪的产生，分析了顾客排队等待的心理，进而提出了缓解这种负面情绪的策略，有助于服务企业提升服务质量，赢得更多的忠诚顾客。%Waiting in queuing is an inevitable phenomenon in our daily life, the long time that people perceive will bring negative emotions such as anxiety and indignation. This paper expatiates on how negative emotions emerge, analyses the costoms’ psychology while they are waiting in queuing, then brings forward the marketing strategies of alleviating these negative emotions. It contributes to improve the service quality of enterprise and obtain more loyal costoms.
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