chapter 10

Question 1

Perceived controle

Answer 1

behavioral control

Decisional control

Cognitive control

Question 1

Behavioral control

Answer 1

change in objective characteristics of an event (real waiting time)

Question 2

Decisional control

Answer 2

Choice of outcomes is possible

Question 3

Cognitive control

Answer 3

No physical change but based on information (decrease stress)

Question 4

Kinds of waiting times

Answer 4

expecatations of waiting times

Actual waiting times

Perceived waiting times

Question 5

satisfaction “formula”

Answer 5

Satisfaction = Perception - Expectation

Question 6

Queue configuration

Answer 6

Single queue, single stage

Single queue, sequential stages

parallel queues to muliple servers

Designated queues

Single queue to multiple servers

Take a number

hybrid approaches

Question 7

Alternative queue configurations

Answer 7

Single line, single server, single stage

Single line, single servers at sequential stages

Question 8

Alternative queue configurations (1)

Answer 8

Parallel lines to multiple servers

Designated lines to designated servers

Single line to multiple servers (“snake”)

Take a number (can be single or multiple servers9

Question 9

Single queue vs multiple queue
Operations/process

Answer 9

MQ => Capacity + choice of provider
SQ => no variations in waiting time

Question 10

Single queue vs multiple queue
Amount of control (individual control)

Answer 10

Behavioral control
Decisional control
Cognitive control (due to bad choice on no info)

Question 11

Single queue vs multiple queue
Wait and perceptions of social justice

Answer 11

procedural (same rules)
Distributive (variations in speed)

Question 12

Three kinds of factors

Answer 12

Factors which are primarily firm-related

Factors which are primarily customer related

Factors which are both customer and firm related