... has arisen from the inability to initiate the pumps, while dealing with customers at the same time. I feel the use of queuing psychology could greatly benefit this Croydon branch of Texaco given their main problem of people simply driving to the rival Sainsbury's petrol station. This problem in my opinion is a direct product of impatience, due to imperfect knowledge. Refilling a fuel tank is already regarded as a type of chore; therefore, ones expectation would lead one to believe this should be a relatively quick service encounter. This being the case, we need to increase the perception of this service through psychology, and namely the use of principals of waiting. I suggest a closer look is taken at certain key aspects of Texaco's operations, they are; what is available to occupy time while waiting for a pump to become free, how to make customers aware they ...

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