The influence of facility layout on operations explored

Abstract

PurposeThe purpose of this study is to explore the influence of an office canteen layout on operations, specifically on customer behaviour before checkout, waiting times, and congestion.Design/methodology/approachThe current study was made in the context of discovery and exemplification. The sample was not randomly obtained: the method of recruitment was purposive and convenient. Two Dutch office canteens were selected based on their motivation to participate in the study. A small exploratory study aiming to report on current practices and to inform on possibilities for future research and intervention. With direct observations the behaviour, waiting times, and congestion of 47 customers were analyzed. Customer behaviour was reported qualitatively, waiting times and congestion were reported quantitatively.FindingsCanteens where customers can move freely before checkout queue, allow them to move away from congestion towards food products and to have more favourable waiting times than customers in canteens with layouts requiring a strict order and line‐up for self‐service and checkout.Practical implicationsThe results contribute to the managerial repertoire of facilities managers by illuminating latent positive influences of facility layout on operations, which can stimulate the design of better facilities.Originality/valueThis paper contributes to the understanding of how facilities are interwoven with operations. It also informs on possibilities for future research in this area, for instance, combining approaches that originate from facilities management and operations management. This may lead to future research to recommend specific designs or behaviour‐inducing layouts for increased operational enhancements.

Guests' Perception of the Hotel Image: The impact of Servicescape

“…This result is consistent with other findings (Ryu and Han, 2011;Mohi, 2012) whose studies showed that restaurant layout positively influences the gusts' perceptions. It is also agreed with Zijlstra and Mobach, (2011) who found that layout of a facility has an impact on customers' cognition, emotion and behavior. They called for attractive design and layout to maximize the positive and meaningful impact for the customer.…”

“…Chua et al (2010) indicated that the association of space and function can be considered as the designscape, it has to be coherent with the company because it helps customers to understand the environment, and to know if the place can enable them to fulfill their goals. Nkansah (2011) indicated that spatial layout and functionality of the environment are highly salient to customers.The design of a facility gathers all the non human elements which may have an impact on human cognition, emotion and behavior (Zijlstra and Mobach, 2011). Design and layout should be focused on maximizing the positive and meaningful impact for the customer (Zijlstra and Mobach, 2011).…”

“…Nkansah (2011) indicated that spatial layout and functionality of the environment are highly salient to customers.The design of a facility gathers all the non human elements which may have an impact on human cognition, emotion and behavior (Zijlstra and Mobach, 2011). Design and layout should be focused on maximizing the positive and meaningful impact for the customer (Zijlstra and Mobach, 2011). Aspects of interior design, such as ornamental signs, banners, pictures, and other fixtures, may also serve to enhance the perceived quality of the servicescape (Simpeh, 2011).…”

The impact of physical changes on customer behavior

“…Other studies have identified specific service facility design elements, for instance, lighting, colour, and temperature that are supposed to influence time perception (Baker and Cameron, 1996). Yet another study has shown that facility layout can allow canteen customers to move freely before checkout queue, as a consequence they develop more favourable actual waiting times (Zijlstra and Mobach, 2011); unfortunately the effect on waiting perceptions was however not measured in this study.…”

“It was not that long!”: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception

“…Several studies analyze the effects of infrastructure (e.g. Bennett, 1998a;Sheu and Babbar, 1996;Zijlstra and Mobach, 2011) and technology (e.g. Anitsal and Paige, 2006;Childers et al, 2001;Dabholkar et al, 2003;Weijters et al, 2007) used in stores to reduce objective waiting time.…”