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Showing 187 biases.

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Duration neglect

Description

The psychological observation that people's judgments of the unpleasantness of painful experiences depend very little on the duration of those experiences.

Example 1:

A customer's perception of a negative service experience (e.g., a long wait time) might be more influenced by the peak frustration and how it ended, rather than the actual total duration of the wait.

Example 2:

A customer might rate a lengthy but mildly inconvenient service call similarly to a short but intensely frustrating one, because the peak and end experiences matter more than the overall duration of the inconvenience.

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