A simulation model for managing customer waiting time in restaurants: scenarios and beyond

Bahar Taşar · Keti Ventura · Ural Gökay ÇİÇEKLİ

10 citations0/0 files storedBritish Food Journal

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Advanced Queuing Theory Analysis Customer Service Quality and Loyalty Healthcare Operations and Scheduling Optimization

Abstract

Purpose The purpose of this paper is to investigate the effects of capacity decisions regarding the number of servers/chefs and tables on identifying a change in the number of wait-related anxious customers, customer losses and customers served to meet the waiting time standards of an actual upscale restaurant. Design/methodology/approach The authors applied a simulation model to present the consequences of restaurant capacity decisions based on waiting time standards. Arena Simulation Software, licensed by Rockwell Automation, was used for modeling and identifying distributions of the data set provided by the restaurant. An experiment was designed for an upscale restaurant with existing five servers/chefs and 50 tables by changing these resources to measure the changes in customers' wait-related anxiety and other service performance indicators. Findings The results showed that an additional server/chef on weekends decreases the daily average number of anxious customers by nearly 33% and increases the daily average number of customers served by nearly 3% and has a little positive effect of decreasing customer losses. Table insertion for high- and low-requested seating areas had an only positive effect on decreasing customer losses. Originality/value In this study, the service capacity is dependent on waiting time, and it is addressed to study the relationship with customers' wait-related anxiety, which is a subjective metric. This study developed a point of view for identifying anxious customers whose waiting times are much longer than their cooking and delivery duration expectations regarding their meal preferences in the cooking stage and waiting experiences in the service entry.

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References

1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1988Communication and Control Processes in the Delivery of Service Quality 1943Defining the 'field at a given time.'1994Waiting for Service: The Relationship between Delays and Evaluations of Service 2007Waiting time influence on the satisfaction‐loyalty relationship in services 1997The Impact of Waiting Time Guarantees on Customers' Waiting Experiences 1998How disconfirmation, perception and actual waiting times impact customer satisfaction 2015Measuring service quality in mid-scale hotels

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