Posted on September 21, 2009 at 7:42am
I recently read an article entitled "Managing Real and Virtual Waits in Hospitality and Service Organizations", published in 2005 in Cornell Hospitality Quarterly (CQ). If you manage or own a business where customers experience a wait, I highly recommend reading this article (link at bottom).
There are three ways to manage waits --
- Manage the actual wait time. This involves accurately matching resources to customer demand. Ideally, customers would experience no wait…