TY  - CHAP
AB  - Abstract 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.
VL  - 10
SN  - 978-1-78441-174-9/1745-3542
DO  - 10.1108/S1745-354220140000010003
UR  - https://doi.org/10.1108/S1745-354220140000010003
AU  - Chuo Hsin-You
AU  - Heywood John L.
PY  - 2014
Y1  - 2014/01/01
TI  - An Optimal Queuing Wait for Visitors’ Most Favorite Ride at Theme Parks
T2  - Advances in Hospitality and Leisure
T3  - Advances in Hospitality and Leisure
PB  - Emerald Group Publishing Limited
SP  - 57
EP  - 73
Y2  - 2024/04/18
ER  -