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Influencing audience satisfaction by manipulating expectations

机译：通过操纵期望影响受众满意度

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摘要

Four studies examined whether people manipulate audience expectations about outcomes to influence audience satisfaction. Studies 1 and 2 revealed that waiting customers often receive overestimations of the time they must wait before they can speak to a customer service representative (Study 1) or receive a table at a restaurant (Study 2). Studies 3 and 4 revealed that restaurant staff members are acutely aware of the relationship between expectations and outcome satisfaction, and intentionally overestimated wait times to influence how customers feel. We discuss the implications of these findings, including the conditions under which people may be more or less likely to manipulate expectations and when manipulation may be more or less successful.
机译：四项研究检查了人们是否操纵观众对结果的期望以影响观众满意度。研究1和2表明，等待顾客通常会高估他们必须等待的时间，然后他们才能与客户服务代表交谈（研究1）或在餐厅接受餐桌（研究2）。研究3和4表明，餐厅工作人员敏锐地意识到期望与结果满意度之间的关系，并故意高估了等待时间，以影响顾客的感受。我们讨论了这些发现的含义，包括人们可能或多或少地操纵期望的条件以及何时操纵或多或少成功的条件。

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