Service experiences and waiting lines are often – unfortunately – seen to go hand in hand. This chapter explains why this is the case. Beginning with an exploration of capacity and operating constraints, discussion then delves into both the mathematical origins and psychological implications of waiting lines. The final section offers hope to managers and guests alike, with a survey of different operations strategies and tactics that can eliminate or abate the need to wait.
Dalton, A.N. and Daw, A.M. (2021), "Managing Capacity and Waits", Szende, P., Dalton, A.N. and Yoo, M.(M). (Ed.) Operations Management in the Hospitality Industry, Emerald Publishing Limited, Bingley, pp. 167-187. https://doi.org/10.1108/978-1-83867-541-720211008
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