DocumentCode :
2626519
Title :
Questionnaire design for finding the causes of join a waiting line in the service industry
Author :
Liang, Chih-Chin ; Hsu, Chia-Chuan
Author_Institution :
Chih-Chin Liang Grad. Inst. of Bus. & Manage., Nat. Formosa Univ., Huwei, Taiwan
fYear :
2011
fDate :
27-29 June 2011
Firstpage :
3983
Lastpage :
3986
Abstract :
In service industry, customers wait for being served if the service rate is lower than arrival rate of customers. Such a waiting phenomenon is a common situation but costs a lot in the service industry. Partial customers might be angry for a long waiting. This waiting experience means the poor quality. If the customer´s waiting behaviors can turn to be the knowledge, it is a marketing chance for the service company. Once the service company can understand the causes that customers wish to join a waiting line, the company can adopt marketing strategies for customers waiting management and increase the customer service quality. That is, the causes of a customer want to wait for being served is important to discuss. In this study, a questionnaire for surveying customers with waiting experience has formulated. The reliability and validity of the proposed questionnaire are verified for investigating customer´s waiting behaviors to waiting phenomenon. The results show that the questionnaire could be adopted for finding customer behaviors on waiting a long line.
Keywords :
customer services; service industries; customer service quality; customers waiting management; join a waiting line; marketing strategies; questionnaire design; service company; service industry; Companies; Industries; Psychology; Traffic control; Transportation; customer behaviors; service quality; waiting line;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Computer Science and Service System (CSSS), 2011 International Conference on
Conference_Location :
Nanjing
Print_ISBN :
978-1-4244-9762-1
Type :
conf
DOI :
10.1109/CSSS.2011.5975009
Filename :
5975009
Link To Document :
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