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A Comparative Study of Restaurant Customers' Waiting Time in a Quasi-experimental Setting  

Bae, Gumkwang (Dept. of Hospitality Management, University of Missouri)
Kim, Dae-Young (Dept. of Hospitality Management, University of Missouri)
Publication Information
Culinary science and hospitality research / v.20, no.3, 2014 , pp. 1-12 More about this Journal
Abstract
In recognition of the significance of waiting time in restaurant management, a quasi-experimental design was employed to measure the gap between actual and perceived waiting time in a real restaurant setting. In particular, this study focused on a comparison of Americans and Koreans to explore gender and culture differences in customer waiting behaviors. The results indicated that compared to American women, Korean women are more tolerant of waiting, and reported perceived waiting time as much longer than actual waiting time. However, there are no gender differences in both cultures. It is anticipated that managers will be able to adjust their operational strategies based on these results.
Keywords
actual waiting time; perceived waiting time; culture difference; gender difference;
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