際際滷

際際滷Share a Scribd company logo
Wait line
WHAT TO DO?
 Close the Doors to Further Customers
 Add Capacity
 Manage Demand
 Allow the Line to Form and then
Manage the by Diverting Customers
 Do Nothing
CHARACTERISTICS OF WAITING LINES
 Arrival Patterns: The Number of
Guest Arriving and the Manner in
which they Enter the Waiting Line
 Queue Discipline: How the Arriving
Guests are Served.
 Time for Service: How Long it Takes
to Serve Guests
LINE TYPES
 Single Channel, Single-Phase Queue
 Single-Channel, Multi-Phase Queue
 Multi-Channel, Single-Phase Queue
 Multi-Channel, Multi-Phase Queue
 Virtual Queue
MANAGING THE PERCEPTIONS OF
THE WAIT
 Occupied time feels shorter than unoccupied time.
 Time spent waiting to begin the service experience will feel
longer than time actually spent in the experience itself
 Anxious waits feel longer that more relaxed waits
 Waits of uncertain length feel longer that certain ones
 Unexplained waits feel longer than explained one
 Unfair waits feel longer than fair ones
 Solo waits feel longer than group waits
 Uncomfortable waits feel longer than comfortable waits
 Interesting waits are shorter than uninteresting ones
 Happy waits are shorter than sad ones
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Wait line

  • 2. WHAT TO DO? Close the Doors to Further Customers Add Capacity Manage Demand Allow the Line to Form and then Manage the by Diverting Customers Do Nothing
  • 3. CHARACTERISTICS OF WAITING LINES Arrival Patterns: The Number of Guest Arriving and the Manner in which they Enter the Waiting Line Queue Discipline: How the Arriving Guests are Served. Time for Service: How Long it Takes to Serve Guests
  • 4. LINE TYPES Single Channel, Single-Phase Queue Single-Channel, Multi-Phase Queue Multi-Channel, Single-Phase Queue Multi-Channel, Multi-Phase Queue Virtual Queue
  • 5. MANAGING THE PERCEPTIONS OF THE WAIT Occupied time feels shorter than unoccupied time. Time spent waiting to begin the service experience will feel longer than time actually spent in the experience itself Anxious waits feel longer that more relaxed waits Waits of uncertain length feel longer that certain ones Unexplained waits feel longer than explained one Unfair waits feel longer than fair ones Solo waits feel longer than group waits Uncomfortable waits feel longer than comfortable waits Interesting waits are shorter than uninteresting ones Happy waits are shorter than sad ones