Exam 11: Waiting for Service

What are the three characteristics that all waiting lines have?

The key for planners to remember is that the ______ perceives the wait.

Capacity day is the maximum number of guests allowed in a service facility at any one time set by

The design day and the capacity day are both concepts used by organizations to predict guest demand.

The single-channel, multi-phase queue is essentially two or more single-channel, single-phase queues in sequence.

The best queue type to use is the one guests prefer, even if service is slower in that type of queue.

Any waiting-line model must include the number of guests arriving and how long it takes to serve guests.

The more ______ the customer receives or expects to receive from the service, the more patiently the customer will wait.

Which statement best describes another typical guest's perception of waits?

A queue is just another name for a waiting line.

Because you never know how many guests will show up or when they will show up, the wait can't really be "managed."

When gusts are on vacation such as a cruise, waiting in line is normal. However, it is important to understand the length of wait times in relationship to each experience. Wait times should be fairly consistent or shorter than the prior wait times.

In waiting line discussions, phase means average length of time spent in line.

To determine how to accommodate the inevitable lines, planners should consider

In general, people generally prefer ______ serpentine, ______ channel queue

A guest's emotional state can have great impact on how long the wait feels to that guest.

A good illustration of a single-channel, multi-phase queue would be

Most drive thru windows at Dunkin Donuts are ______ channel, ______ phase queues

A hotel with too little capacity is typically overbooked and has to bump guests to other hotels. This is why there is no such thing as a hotel with too much capacity.

Which design-day decision would tend to create the longest lines?