Start Date

6-1-2011 4:00 PM

End Date

6-1-2011 4:45 PM

Track

2. Track 2 - Poster Session

Subject Area

Food Service

Faculty Member

Shiang-Lih Chen McCain Ph.D schenmccain@mail.widener.edu

Abstract

In the perfect world, people do not have to wait to get anything. Business operations have the exact capacity available to serve every customer when the customer wants to be served, and no idle capacity. But in the real world, service providers have to match demand and capacity, especially when customers do not arrive at the service operations in perfect timing. In the restaurant setting, waiting time influenced customers’ repeat-purchase intentions. Previous studies examined how the purpose of dining impacts customers’ expectation of waiting time. Nevertheless, according to the authors’ knowledge, there are no studies evaluated how the composition of the dining members influence customers’ expectation of waiting time. The purpose of this study is to investigate how the composition of group members influences customers’ expectation of the waiting time.

Keywords

restaurant waiting time, different customer groups, waiting time satisfaction, customer satisfaction, waiting time experience



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Jan 6th, 4:00 PM Jan 6th, 4:45 PM

How can Restaurant Waiting Time Experience Influence on Different Customer Groups’ Waiting Time Satisfaction?

In the perfect world, people do not have to wait to get anything. Business operations have the exact capacity available to serve every customer when the customer wants to be served, and no idle capacity. But in the real world, service providers have to match demand and capacity, especially when customers do not arrive at the service operations in perfect timing. In the restaurant setting, waiting time influenced customers’ repeat-purchase intentions. Previous studies examined how the purpose of dining impacts customers’ expectation of waiting time. Nevertheless, according to the authors’ knowledge, there are no studies evaluated how the composition of the dining members influence customers’ expectation of waiting time. The purpose of this study is to investigate how the composition of group members influences customers’ expectation of the waiting time.