Since waiting in a queue may induce both negative and positive effects on customers’ quality perceptions of which the queue is formed, an optimal queuing wait which is long enough but not too long to have positive effects on the pursued service is critical for successful queuing management. This study examined the existence of an optimal queuing wait at theme parks by merging the interpretative approach of institutional norms with the measuring application of the adapted Return Potential Model from crowding studies. Using quota and systematic sampling techniques, survey data were collected from 1,440 visitors to five leading theme parks in Taiwan. An optimal queuing wait represented by an institutional norm among visitors with moderate consensus for the longest acceptable waiting time (LAWT) was revealed in this study. As a critical reversal point of visitors’ quality perception, significant ascent of visitors’ crowding perception did occur when their actual waiting times exceeded their LAWT.
This study was supported in part by a grant from the National Science Council in Taiwan (NSC 94-2415-H-029-004-SSS). Partial support by the Ministry of Education, Taiwan, R.O.C., under the ATU plan is also gratefully acknowledged.
Chuo, H.-Y. and Heywood, J.L. (2014), "An Optimal Queuing Wait for Visitors’ Most Favorite Ride at Theme Parks", Advances in Hospitality and Leisure (Advances in Hospitality and Leisure, Vol. 10), Emerald Group Publishing Limited, Bingley, pp. 57-73. https://doi.org/10.1108/S1745-354220140000010003
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