lecture 10 yield management waiting Flashcards
Yield management waiting what gap
GAP 3
waiting times vs waiting experiences
objective reality: mathematical theory of waiting times (operations)
Subjective reality: psychological theory of waiting times (perceptions) (we accept there is waiting, but how can we make it less negative or make it positive…)
costs of waiting: cost of service vs cost of waiting
cost of waiting and cost of service
cost of service declines trasically and then slowly slopes down from 60
Cost of waiting linearly increases from 0
Perceived control
behavioral control: change in objective characteristics of an event (real waiting time, how am i actually able to reduce waiting time: e.g. express boarding pass)
decisional control (even though i cant change waiting time, i have the choice to stay or leave (choice of outcomes is possible)
Cognitive control: Sometimes you cant leave and have to stay, but how do we decrease the stress of waiting (by providing information how long you have to wait) (no physical change but based on information (stress decrease))
Kinds of waiting times
expectations of waiting times
Actual waiting times
Perceived waiting times
Satisfaction = perception - expectation
On weekends you care less about waiting time compared to during the week
queue configuration
Single line, single server, single stage
Waiting for the train doors to open
Single line, single servers at sequential stages
Waiting for the train that has multiple doors open.
Parralel lines to multiple servers: supermarkets, multiple lines and we choose where to stay
Designated lines to designated servers: the services are different, there is multiple lines going to different services
E.g. AN airport you have separate lines for economy and business
Single line to multiple servers (snake) one line and the person in the front of the line can choose which server to go to then.
Take a number ( can be single or multiple servers)
Single queue vs multiple queue
Operations/process:
MQ –> capacity + choice of provider
SQ –> no variations in waiting time
Amount of choice (individual control)
Behavioral control: SQ no control, MQ some control but can increase stress form bad choice
Decisional control: SQ no control, MQ some control, but can increase stress
Cognitive control: SQ can control, MQ harder to control -> its your fault
Wait and perceptions of social justice
Procedural (same rules)
Distributive (variations in speed)
Factors within the firms control (waiting time)
unfair vs fair waits:
Slips and skips:
Queue slip is when someone that arrived after you gets helped before you.
Queue skips are when you get to go ahead of someone else
system slips: (First in first out)
social system in queues:
intruders: people who get infront of them in line
Not time but social norms (it takes 10-20 seconds but the fairness feeling of social norm is misused)
Reaction on intruders (not cost based)
Physical aspects
Factors within the firms control (2)
comforatble vs uncomfortable waits
Dependent on physical surroundings (cold when waiting for a cab)
Physical surroundings (nice vibe is way better to wait)
Combine comfort and fairness
(take a number system) its fair, time comes when number, and comfortable because you dont have to be in line
Katz (electronic newsboard example)
Perceived waiting time did not change, but perception of waiting becaome better which increased satisfaction.
Factors within the firms control waiting times 3 & 4
Unexplained vs explained waits:
E.g. train waiting in the middle of a field far from any station.
Decisional + congnitive control
(if they tell you there was a big accident i can leave the train and drive or walk. Alternatively I can ease my mind (congnitive control) and now contact my friends or see if i can do something
Unknown vs known wait (time)
Decisional control (if i know it takes long i will leave if it doesnt then i can stay)
When to use a clock; you only use a clock when people take longer than it should take
factors within the firms control 5
Pre/post-process vs in-process waits
Field theory (goal)
E.g. restaurant eating is the goal
Waiting is barrier to reach the goal
People are way more negaive in pre/post process environment; while youre in the goal area so in the train waiting in a field youre more likely to be okay with it than if the train comes the same amount of time late when youre waiting at the station, because youre experiencing the service in this minute.)
Which part of the service is the goal
Pre-process waits
Pre-shedule waits (if im there early, i have to wait, i wont have a problem with that)
Delays( i have to wait because of a delay, now im unhappy
Factors partially within the firms control
unoccupied vs occupied waits:
options:
reading materials, interesting display, mirrors, fish tanks, music or entertainment
factors parially within the firms control (anxious vs calm waits)
Uncertainty: people that are uncertain at the dentist are more stressed, therefore anxious wait worse
Caused by situation:
Factors parially within the custommers control: solo vs group wait
solo wait sucks more than group wait
waits for more valuable vs less valuable services (cost vs rewards) more okay waiting if the rewards is great
