Question: 17 -- The Effects of Queue Structure on Attitudes Rafaeli, Anat, Greg Barron, Keren Haber, 2002, Journal of Services Research , Vol, 5(2), 125-139. Why

17 -- The Effects of Queue Structure on Attitudes

Rafaeli, Anat, Greg Barron, Keren Haber, 2002, Journal of Services Research, Vol, 5(2), 125-139.

  1. Why should services marketers care about queues (lines)?

  1. What emotions can consumers experience while waiting in line?

  1. How did they conduct this study?

  1. Which queue structure was perceived by consumers to be:

  1. More predictable (SQ or MQ)
  2. More arousing (SQ or MQ)
  3. More fair (SQ or MQ)

  1. Which queue structure actually resulted in a longer total wait time? (SQ or MQ)

  1. When asked to choose, which queue structure did consumers prefer? (SQ or MQ)

7. Watch the video Why the other line is likely to move faster

  1. Which queue structure do you think will result in the shortest wait time for the most customers? Single queue or Multiple queue

8. What did you learn from reading this article?

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