Waiting Line Systems: The Implications To Comprove Service Management?

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What recommendation(s) could you distill from this chapter that would improve “service management”?
I think that this chapter provides a very good explanation and example of waiting lines. Some of the recommendations that I can extract from this chapter are that waiting line systems need to be managed mainly by taking in consideration the psychology components of waiting and not only by just calculating numbers.
Customers have different perceptions, which can make everything more difficulty for managers. Meaning, managers need to pay extra attention to customers and understand that customer have different expectation, therefore, they need to work hard and make customer satisfaction their priority. As I mentioned before, excessive waiting
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However, I think that the conclusion of this chapter was not extensive enough. I was expecting this chapter to give more explanation of how waiting lines can affect business economic. For instance, I took MGT 3121. I had the opportunity to analyze this topic before by using the book “Service Management, Operations Strategy, Information Technology” by James A. Fitsimmons, Mona J. Fitzsimons, Sanjeev K. Bordoloi; Eight Edition which explains that understanding each essential feature of queuing systems can help provide insight and options for management to improve their customer service. The economic cost of waiting can be viewed by two different perspectives: Internal customer (employees): Measured by unproductive wages and external customer: Abandoned alternative use of that time waiting on line. However, I understand that this book has differences because of the time it was …show more content…
For, nowadays, service companies still have to deal with waiting lines problems. To underline, a queue is defined as a line of waiting customers who require service from one or more servers and by its definition we can infer that it will never have an end because waiting for a service it’s basically part of our daily living. There are different types of queues, such as single queue, multiple queues, take a number and virtual queue. Today, due to the technology improvements, the virtual queue is the most innovative. In the service industry, many service companies are opting to offer their services or provide customer service online. However, the virtual queue is the most frustrating of all queues because there is no visible indication of your position in line, but at the same time can be very effective. For example, after purchasing a ticket for an attraction, a guest can obtain a Fast Pass that will allow immediate admission during a future one-hour window. This system allows guests to bypass the waiting line and to use their newly found free time enjoying the park and spending money on other activities. (Service Management, Operations Strategy, Information

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