Questionnaire design for finding the causes of join a waiting line in the service industry

Liang, Chih-Chin; Hsu, Chen‐Chin

doi:10.1109/csss.2011.5975009

Cited by 3 publications

(5 citation statements)

References 18 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…For example, if an upscale restaurant announces a large discount (50% or larger), customers are willing to wait in line because they feel that the discount is substantial, even if the price after a discount is still higher than that in general restaurants. Despite the high prices of an upscale restaurant, customers are willing to queue because they are attracted by the brand (Liang and Hsu, 2011).…”

Section: Introductionmentioning

confidence: 99%

Enjoyable queuing and waiting time

Liang

2017

Time & Society

Self Cite

View full text Add to dashboard Cite

Time theory studies abstractly argue that, depending on the customer experience, time spent waiting may be positive, negative, or even neutral, and it can affect the perceived passing of time and enjoyment of the overall customer experience. However, a company can manipulate customer perceptions of waiting time. Positive perceptions of waiting time can then be used for marketing purposes. Customer perceptions of waiting time can be reduced by making the queuing process enjoyable, by improving the waiting environment, and by making promotional activities enjoyable. To validate the aforementioned factors and develop the enjoyable queuing model, this study surveyed 1571 customers queuing at service companies in Taiwan, including 409 customers of upscale restaurants, 430 customers of restaurants, 439 customers of food stands, and 293 customers queuing at consumer electronics shops to purchase newly released iPhones. The applicability of the enjoyable queuing model was evaluated by partial least squares structural equation modeling, and group differences were evaluated by partial least squares multi-group analysis. The analytical results for each case and managerial implications are presented.

show abstract

Section: Introductionmentioning

confidence: 99%

Enjoyable queuing and waiting time

Liang

2017

Time & Society

Self Cite

View full text Add to dashboard Cite

show abstract

“…In summary, the discussion herein of the effectiveness of a company’s promotional activities involves improvement of waiting environment , queuing management by the company and their relationships with customer perceptions regarding waiting time (Munichor and Rafaeli, 2007; Liang and Hsu, 2011). Figure 1 shows the model of possible causality relationships.…”

Section: Methodsmentioning

confidence: 99%

“…Global premieres of famous movies attract fans who queue to watch the film immediately upon release. Popular restaurants (such as DinTaiFung in Taiwan) frequently have long queues (Alexander et al , 2012; Choi and Sheel, 2012; Liang and Hsu, 2011; Tai, 2005). Queues in front of Apple stores when new products are released also reflect consumers’ willingness to queue even when they do not need to (Allo and Hanany, 2012).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Queueing management and improving customer experience: empirical evidence regarding enjoyable queues

Liang

2016

JCM

Self Cite

View full text Add to dashboard Cite

Purpose The purpose of this study is that service sectors sectors create queues intentionally as a promotional strategy. Potential buyers might become actual customers after witnessing and joining queues. However, the effectiveness of company promotional activities involving queues remains unclear. Despite the innovativeness of this marketing strategy, few companies have adopted this approach, owing to the lack of research on how waiting influences customer behaviors toward waiting in queues. Design/methodology/approach Therefore, this study identifies four factors of customer willingness to stand in a queue using questionnaire survey: company promotional activities, improvement of waiting environment, company’ reactions to the queue and customers’ perceptions regarding waiting time. Findings This study identifies causal relationships among the aforementioned factors. The results of this investigation reveal that a company’s promotional activities significantly and indirectly reduce customers’ perceived waiting time by improving the waiting environment. Analytical results also show that a company’s queuing management can indirectly reduce customers’ perceived waiting time by improving the waiting environment. Originality/value Based on the analytical results concerning causal relationships, improving the waiting environment is critical to affecting positively customers’ perceptions regarding waiting time. Queuing management can indirectly reduce customers’ perceived waiting time by improving the waiting environment. A company’s promotional activities can indirectly reduce customers’ perceived waiting time by improving the waiting environment. Customers who enjoy both the waiting environment and the promotional activities experience much shorter perceived waiting time.

show abstract

“…Limited products are perceived to be more attractive than regular products owing to their scarcity (Lynn and Bogert, 1996;. In addition, a discount is an incentive for customers who are price sensitive and cannot originally afford the product (Liang and Hsu, 2011). Liang (2017) revealed that customers are willing to wait in a long queue if an upscale restaurant is offering a big discount, as a substantial discount offers good value for money.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction

Lo,

Tavitiyaman,

Tsang

2023

BFJ

View full text Add to dashboard Cite

PurposeThis research investigates the effects of consumers' online information searching on their dining satisfaction in upscale restaurants during the pandemic. Customers frequently rely on online sources to gather information about upscale restaurants prior to their visits.Design/methodology/approachData from 307 diners across the top ten popular upscale restaurants in Hong Kong were analysed by using SEM to explore the links between customers' needs, information search, restaurant attributes and customer satisfaction.FindingsThis study uncovers customers' online search behaviours and identifies restaurant attributes that are associated with customer satisfaction, which were not typically emphasised before the COVID-19 pandemic. Driven by their social and psychological needs, customers devoted more time to reading written comments by other consumers compared to visual images or self-descriptions from restaurants. Only service attribute significantly influenced customer satisfaction, while food and price attributes were not significant.Research limitations/implicationsThe findings of this study provide valuable insights for researchers and practitioners, shedding light on the altered needs and preferences of consumers following the unprecedented health crisis.Originality/valueThis study contributes to the development of expectancy disconfirmation theory and needs theory through the investigation of consumers' online information searching behaviours and dining satisfaction in upscale restaurants during the pandemic. By identifying the most important attributes influencing customer satisfaction, this research can aid upscale restaurants in developing effective marketing strategies and enhancing customer experiences.

show abstract

Questionnaire design for finding the causes of join a waiting line in the service industry

Cited by 3 publications

References 18 publications

Enjoyable queuing and waiting time

Enjoyable queuing and waiting time

Queueing management and improving customer experience: empirical evidence regarding enjoyable queues

Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction

Contact Info

Product

Resources

About