TY  - JOUR
AB  - Investigates customer attitudes to waiting times in the hotel and
restaurant industry, based broadly on Maister′s “psychology of waiting
lines”. Results of a survey of 100 customers suggest that customer
behaviour is affected by the length of time they have to wait. Also
investigates the response times found in typical hotel and restaurant
operations managed by Forte plc. Comparison is made between customer
attitudes and the firm′s ability to deliver. On the basis of this the
company developed ten key action points aimed at improving performance
with respect to response times. Explains specific examples of
developments in service systems design and delivery in both hotels and
restaurants.
VL  - 14
IS  - 5
SN  - 0144-3577
DO  - 10.1108/01443579410056795
UR  - https://doi.org/10.1108/01443579410056795
AU  - Jones Peter
AU  - Dent Michael
PY  - 1994
Y1  - 1994/01/01
TI  - Improving Service: Managing Response Time in Hospitality Operations
T2  - International Journal of Operations & Production Management
PB  - MCB UP Ltd
SP  - 52
EP  - 58
Y2  - 2024/04/25
ER  -