Hospitality industry scholars cited in the chapter describe three possible strategies for mitigating the unpleasant nature of having to wait. What are these? Give an example of the use of each
What will be an ideal response?
Hospitality industry scholars recommend:
• Manage the reality of the actual wait with techniques that better match capacity with customer demand. (Have appropriate staffing for peak times, for example)
• Manage the perception of the wait by distracting the customer. (Examples cited in chapter: a TV or fish tanks or something of interest to look at; some form of entertainment as in amusement parks with roving entertainers; invite customers to participate in some activity to pass the time.
• Make the wait invisible with virtual queues. (Ex: Customers may do something else such as shopping and restaurant pager will alert them when a table is ready.)
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A) coercive B) reward C) passive D) expert E) referent
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A) the licensee B) patent owner C) the licensor D) copyright partner