Definition
The process or effect of decreasing ambiguity or unpredictability in a given situation. In service contexts, it often involves providing clear and timely information to manage expectations.
Why it matters (in Poovi’s context)
This concept is presented as the key driver behind improved passenger satisfaction, more so than actual service speed or efficiency.
Key properties or components
- Information provision
- Expectation management
- Anxiety reduction
Contradictions or debates
None.