Ferris Wheel: Managing Waiting Time - Report on Tokyo Experience

This report analyzes the management of waiting time through the lens of a Ferris wheel experience in Tokyo. The report begins with an executive summary and introduction, followed by a review of relevant literature on the psychology of waiting, including concepts like the impact of occupied time, the effect of uncertainty, and the perceived value of service. The main body of the report details the specific strategies employed at the Ferris wheel, such as providing estimated wait times, offering entertainment, and creating photo opportunities to engage customers. The report concludes with managerial recommendations for optimizing the customer experience and reducing the negative impacts of waiting, based on the observed strategies and the theoretical frameworks discussed. The overall goal is to understand how to make waiting times more tolerable and improve customer satisfaction.