chapter 10 (1)

Question 1

Factors withing the firms control

Answer 1

Unfair vs fair waits

Skips vs slips
Queue slips (FCFS)
Service slips
System slips (FiFo)

Question 2

Social system in queues

Answer 2

Intruder

No time but social norms (culture)

Reation on intruders (not cost based)

Physical aspects

Question 3

Factors withing the firms control (2)

Answer 3

Uncomfortable versus comfortable waits

Physicla surrounding

Combine comfort and fairness (“take” a number system)

Katz (electronic newsboard)
Perceived waiting time
Satisfaction

Question 4

Factors withing the firms control 3

Answer 4

Unexplained waits versus explained waits
Decision + cognitive control

Unknown vs known waits (time)

Decisional control

When to use a clock

Question 5

Factors withing the firm control

Answer 5

Pre/post process versus in process waits
field theory (goal)
waiting is barrier to reach goal
Which part of the service is the goal

Pre-process waits
Pre-schedule waits
delays

Question 6

Factors partially withing the firms control

Answer 6

Unoccupied versus occupied waits

Options

Reading materials
Interesting displays
mirrors
fish tanks
music
entertainment

Question 7

Factors partially withing the firm control

Answer 7

Anxious versus calm waits
Uncertainty
Caused by situation

Question 8

Factors partially withing the customers control (2)

Answer 8

Solo versus group waits

Waits for more valuable versus less valuable services

Cost vs reward

Question 9

Reneging the queue

Answer 9

Function of time already spend and number of people ahead of the consumer (sunk cost)

Length of the queue behind you

Social validation
Return expectation
Social comparisons

Question 10

Guarantees

Answer 10

Waiting time guarantee
COmpensation for lost time (risk avers)

Effect of guarantees (perceptions, process)

Question 11

Invisible waiting

Answer 11

telephone
(invisible, increased importance technology, blocked call, abandoned call, communicate information)

internet (loading time, email)