Search results

Suggests that while businesses have made great efforts to reduce the length of time customers wait for service, little attention has been paid to the actual experience of waiting. Argues that the final service encounter is crucial for reinforcing customers′ performance expectations. Suggests that the expectations and perceptions of customers influence their actual experience of waiting at the point of sale. Offers hints on improving customers′ waiting experiences.

Describes a laboratory study which tested the effect of customer attributions on customer satisfaction, both with the checker and with the store. Tests were carried out for situations where the perceived waiting time was longer than expected, and for situations where it was shorter than expected. The findings indicated the significant effect of customer attribution. Concludes that customer satisfaction/dissatisfaction is dependent not only on the perceived waiting time, but also on the customer identification of the causes, as well as the stability and control of the causes.

The experience of waiting for service is often the first direct interaction between customers and most service delivery processes. The literature on satisfaction with waiting has paralleled the literature on general service satisfaction, in which the relative importance of actual performance, perceived performance, and the disconfirmation between expected performance and perceived performance has been the subject of much debate. This paper presents an empirical study of satisfaction with waiting for service in a fast food environment. The study demonstrates that actual waiting time, perceived waiting time, and the disconfirmation between expected waiting time and perceived waiting time are all related to satisfaction with the waiting experience. It further demonstrates that the relative importance of each of these variables in predicting satisfaction depends on the differences in the needs of the customers. The implications for both theory and practice are significant: the importance of the perception of the experience increases as the importance of the satisfaction measure increases. More specifically, for customers who are concerned about time, the perception of the time spent waiting is a better predictor of satisfaction than the actual waiting time.

The purpose of this paper is to propose a scheduling method called the “Asynchronous Harmonic Broadcasting Considering Commercial (AHB‐CC)” method, to reduce waiting time for continuous media data broadcasting.

The authors analyze and evaluate the performance of the proposed AHB‐CC method.

The authors confirm that the proposed method gives shorter average waiting times than the conventional methods.

A future direction of this study will involve making a scheduling method where the server concurrently broadcasts data and commercial contents. Also, maximum buffer size needs to be considered.

In general broadcasting systems, the server broadcasts the same data repetitively and clients wait until the first portion of the data is broadcast. Although the server can deliver the data to many clients concurrently, clients have to wait until their desired data are broadcast.

The AHB‐CC method presented in the paper further reduces waiting time by scheduling an effective broadcast that considers the playing time of commercial contents.

In a study of 195 patients visiting the urgent care department of a hospital in the UK, we examined the effects of three elements of process control on patients’ fairness and satisfaction perceptions. Patients who believed they had a voice in the triage process had higher fairness perceptions and waited a shorter period of time than those who believed they did not have a voice in the triage process. In addition, patients who were told the expected waiting time and were kept busy while waiting had higher satisfaction perceptions. We identify implications for hospital employees in managing the patient waiting process.

Official waiting times rarely take account of the wait for investigations needed prior to determining what treatment to offer. A postal survey was carried out of hospitals in the northwest of England, to gauge waiting times for commonly requested investigations. Waiting times were shortest when there was a high suspicion of underlying malignancy, with 92 per cent under four weeks. When malignancy was thought unlikely, the wait for investigations was much longer, with some departments quoting waits of over eight months. It is concluded that the wait for investigations is often considerable and should be included in official waiting times.

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 chapter explores the multifaceted present-day social and cultural constructions of adolescence in a Nordic Atlantic society, the Faroe Islands. Based on young people’s perspectives and narratives, this chapter delves into the transition from youthhood to adulthood in the context of a small-scale, family-oriented society in shift. Drawing on sociological theoretical writing about “waiting” and “waithood” in relation to the (often temporally extended or delayed) transition from adolescence to full adulthood in a globalizing world, as well as social anthropological studies of future-making, my aim is to outline the new futural orientations of contemporary adolescence with focus on aspirations for work and family life. Young people, the chapter argues, are waiting and navigating in a society with multiple parallel temporalities: When to marry? When to get children? When to earn your own money and have your own home? These and many other questions define waithood in contemporary society, which is characterized by an increasingly precarious avenue toward promising futures resonating the socially accepted ways of performing adulthood. In the Faroe Islands, an island society with roughly 54,000 inhabitants, young people’s waiting is very often also a question of staying or leaving, that is, mobility and migration strategies. The waiting entails pace as a strategy for the future (Eisenstein, 2021). Adolescent islanders aim to “hit the right pace” in their future imaginaries. This chapter contributes to sociological discussions on the social construction of adolescence with focus on the meaning of time and temporalities. It relies on empirical material from extensive qualitative studies in the Faroe Islands.

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.