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An analysis of wait time satisfactio...

Hwang, Johye.

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An analysis of wait time satisfaction for capacity management in a simulated restaurant.

Record Type:	Electronic resources : Monograph/item
Title/Author:	An analysis of wait time satisfaction for capacity management in a simulated restaurant./
Author:	Hwang, Johye.
Description:	159 p.
Notes:	Source: Dissertation Abstracts International, Volume: 67-02, Section: A, page: 0435.
Contained By:	Dissertation Abstracts International67-02A.
Subject:	Education, Business. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3204867
ISBN:	9780542531675

An analysis of wait time satisfaction for capacity management in a simulated restaurant.
Hwang, Johye.

An analysis of wait time satisfaction for capacity management in a simulated restaurant. - 159 p.

Source: Dissertation Abstracts International, Volume: 67-02, Section: A, page: 0435.

Thesis (Ph.D.)--The Pennsylvania State University, 2005.

This study investigated restaurant capacity management from both the marketing and operations perspectives. The study addresses the following research questions: (1) What are the customer expectations for wait experiences in a multi-stage service environment? (2) What is the threshold level for different types of capacities required to meet the customers' expectations? (3) What is the optimal capacity management strategy to balance the benefits of improved service quality and the cost of capacity creation while incorporating the variable demand influenced by service quality and price? and (4) What are the relationships between types of capacities and service performance in a multi-stage service delivery process?

ISBN: 9780542531675Subjects--Topical Terms:

1017515
Education, Business.

An analysis of wait time satisfaction for capacity management in a simulated restaurant.
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035 $a (UnM)AAI3204867
035 $a AAI3204867
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100 1 $a Hwang, Johye. $3 1913860
245 1 3 $a An analysis of wait time satisfaction for capacity management in a simulated restaurant.
300 $a 159 p.
500 $a Source: Dissertation Abstracts International, Volume: 67-02, Section: A, page: 0435.
500 $a Adviser: Carolyn U. Lambert.
502 $a Thesis (Ph.D.)--The Pennsylvania State University, 2005.
520 $a This study investigated restaurant capacity management from both the marketing and operations perspectives. The study addresses the following research questions: (1) What are the customer expectations for wait experiences in a multi-stage service environment? (2) What is the threshold level for different types of capacities required to meet the customers' expectations? (3) What is the optimal capacity management strategy to balance the benefits of improved service quality and the cost of capacity creation while incorporating the variable demand influenced by service quality and price? and (4) What are the relationships between types of capacities and service performance in a multi-stage service delivery process?
520 $a To identify customer expectations of wait experiences in a casual dining restaurant, the first of three study phases used an online survey. The second phase of the study developed stochastic-dynamic models (including queuing models), which captured both operations and marketing perspectives, to identify the optimal strategy to maximize profits while ensuring service quality. The third phase of the study built a restaurant simulation based on an operating casual theme restaurant located in the community. The threshold levels of capacities that met customer expectations were identified through the simulation study.
520 $a Results of the first phase showed that customers would accept different waiting times for the multi-stages, as defined above, and their expected waiting times varied depending upon the service level they were willing to accept: satisfactory, unsatisfactory, or very unsatisfactory. Moreover, customer demographics such as gender and age were significant indicators for assessing customer expectations for the waits in a restaurant.
520 $a In the second phase of the study, based on the demand function that reflected price and service quality, the optimal strategy identified was the joint strategy that incorporated both marketing and operations perspectives, which led to maximum profit while providing quality service. Although an enhanced marketing strategy improved revenue, it may have created over capacity in an effort to gain a larger market share, which could lead to higher operational costs. Operations strategies tended to lower service levels in order to reduce costs and to reduce demand because of lower service quality thus, less profit overall.
520 $a In the third phase of the study, threshold levels of capacities were identified to meet service goals that were based on customers' expectations. The results of the simulation showed that restaurant capacity management required adjustments in the number of cooks to meet the service standard for waiting time while other capacities were correctly allocated. Furthermore, relationships between different types of capacities on service performance were identified. The simulation showed that each capacity influenced different stages of service and those various capacities were interrelated with service performance. (Abstract shortened by UMI.)
590 $a School code: 0176.
650 4 $a Education, Business. $3 1017515
690 $a 0688
710 2 0 $a The Pennsylvania State University. $3 699896
773 0 $t Dissertation Abstracts International $g 67-02A.
790 1 0 $a Lambert, Carolyn U., $e advisor
790 $a 0176
791 $a Ph.D.
792 $a 2005
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3204867