• 유통과학연구
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• 제7권2호
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• pp.45-61
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• 2009

서비스 기업에서 이루어지는 서비스는 그 특성상 대기가 발생할 수밖에 없다. 그리고 이러한 대기는 고객의 서비스 품질이나 고객만족에 부정적 요인으로 작용하고 기업의 경쟁력을 약화시키는 원인이 된다. 이를 위해 고객의 서비스 대기 영향요인을 병원서비스 이용목적 고객별로 분류하여 그 차이를 분석하고, 고객의 지각된 서비스 대기에 영향을 미치는 요인으로 새롭게 고객만족을 추가하여 분석하였다. 분석결과 질병치료의 고객과 질병예방을 위한 건강검진을 목적으로 병원을 방문하는 고객 간에는 서비스 이용에 대한 대기비용과 거래의 중요도에서 유의한 차이를 보이고 있었다. 또한 대기시간에 유의한 영향을 미치는 변수는 대기비용, 지속성, 거래중요도 등도 확인할 수 있었지만, 본 연구에서 도출한 고객만족이 대기시간에 영향을 미치는 주요한 변수라는 사실은 기존 연구에서 다루지 않은 내용으로 실질적인 고객의 지각된 대기시간을 관리하는데 시사하는 바가 있다고 판단한다.

• 한국병원경영학회지
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• 제12권2호
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• pp.69-92
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• 2007

This research has classified waiting times into the three different ones according to service offering process and investigated the antecedents and consequences of types of waiting times. A service provider's concern and customer involvement were modeled as antecedent variables and negative emotion and service value as dependent variables. The empirical results of the study are as follows. A service provider's concern had significant influences on all the three types of waiting times whereas customer involvement was found to affect preprocess-waiting and postprocess-waiting times. Preprocess-waiting time had a significant impact on both negative emotion and service value and inprocess-waiting time only affects negative emotion. However, postprocess-waiting time had influenced none of the variables. The findings illustrate an important role of concern and involvement regarding to a customer's perceived waiting time and relative importance of waiting types on negative emotion and service value. A summary of the results are reported and managerial implications are discussed.

• 한국병원경영학회지
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• 제15권3호
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• pp.47-68
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• 2010

One of the important complaint factors by the patients using medical institutions is various kinds of waiting time. This research is about the causal relationships among waiting time(application of waiting time, perceived of waiting time, fairness of waiting, explanation of the delay, acceptance possibility), service values, and customer satisfaction. The subjects for this study were 256 out-patients currently using seven general hospitals in the Busan area. The findings of the empirical analysis are as follows: First, the good application of waiting time or fair waiting time procedure didn't actually affect perceived waiting time. Second, though the application of waiting time didn't affect acceptance possibility, the fair procedure of waiting time had an affirmative effect on acceptance possibility. Third, even when there was enough explanation about the need to wait, it could shorten perceived waiting time but failed to get sufficient sympathy or agreement from the patients. Fourth, the possibility of acceptance following the sufficient sympathy of patients had an effect on shortening perceived waiting time. Fifth, perceived waiting time lowered customer satisfaction, but had no negative effect on service values. Finally, the ranges of acceptance possibility by the patients were found to increase customer satisfaction and maximize service values. In conclusion, every medical institution needs to focus on, first of all, shortening waiting time for more customer satisfaction and improved service values.

• 한국병원경영학회지
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• 제14권3호
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• pp.132-153
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• 2009

The waiting time makes the customer be bored, and is the reason to obstruct the service quality evaluation. The managing waiting time appears to be the most important task, in accordance of physical inconvenience especially because the customers of the medical service are supplied in the unstabled status. Therefore, necessity and object of managing waiting time in the medical service were presented through the definition of waiting time and the consideration about preceding study, and the main cause of the waiting time was analyzed, furthermore the measure of actually indicated waiting time and various ideas for reducing the time were presented lastly as selecting a case study participative hospital for achieving the study object. This study will be one of role model as a solution to reduce the waiting time in each medical institution.

• 한국식생활문화학회지
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• 제33권3호
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• pp.250-260
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• 2018

The Korean buffet restaurant, which was developed by combining the Korean food and a buffet, allows a large menu to be enjoyed at a reasonable price and has become popular with men and women, young and old, and become a new type of eating out. This study examined the effects of the waiting time management and menu quality on the customer satisfaction and re-visit intention in a Korean buffet restaurant to help quality improvement and development of Korean buffet restaurants. The customer satisfaction and re-visit intention only had a significant effect on the staff attitude toward waiting time. Hygiene, sensory factor, and variety of menu quality were significantly related to customer satisfaction and re-visit intention, respectively. In addition, satisfaction with food and service had a significant effect on the re-visit intention and customer satisfaction. Therefore, it is important to establish a virtuous cycle structure that will improve the re-visit intention by satisfying customers through waiting time management and menu quality for the development of Korean buffet restaurants.

• International Journal of Reliability and Applications
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• 제3권4호
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• pp.165-171
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• 2002

An optimization of the M/M/1 queue with impatient customers is studied. The impatient customer does not enter the system if his or her virtual waiting time exceeds the threshold K ＞ 0. After assigning three costs to the system, a cost proportional to the virtual waiting time, a penalty to each impatient customer, and also a penalty to each unit of the idle period of the server, we show that there exists a threshold K which minimizes the long-run average cost per unit time.

• 대한산업공학회지
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• 제28권2호
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• pp.187-192
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• 2002

In this paper we consider an M/G/1 queueing system with vacation. The length of vacation period may be controlled by the waiting time of the first customer. The server goes on vacation as soon as the system is empty, and resumes service either when the waiting time of the leading customer reaches a predetermined value, or when the vacation period is expired, whichever comes first. We consider two types of vacation, say, multiple vacation type and N-policy type. We derive the steady-state distributions of the number of customers at arbitrary time and arbitrary customer's waiting time by means of decomposition property. Also, the mean lengths of busy period, idle period and a cycle time are given.

• Communications for Statistical Applications and Methods
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• 제7권2호
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• pp.489-497
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• 2000

The M/M/1 queue with impatient customers is studied. Impatient customers wait for service only for limited time K/0 and leave the system if their services do not start during that time. Notice that in the analysis of virtual waiting time, the impatient customer can be considered as the customer who enters the system only when his/her waiting time does not exceed K. In this paper, we apply martingale methods to the virtual waiting time and obtain the expected period from origin to the point where the virtual waiting time crosses over K or reaches 0, and the variance of this period. With this results, we obtain the expected busy period of the queue, the distribution, expectation and variance of the number of times the virtual waiting time exceeding level K during a busy period, and the probability of there being no impatient customers in a busy period.

• Asia Marketing Journal
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• 제12권1호
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• pp.1-30
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• 2010

서비스를 구매하기 위해 고객들은 자주 대기를 경험하게 된다. 고객은 대기로 인해 불만족을 느끼고 서비스 장소를 이탈할 수도 있기 때문에 서비스 제공자가 대기시간을 관리하는 것은 중요하다. 이를 위해 대기시간에 관한 연구가 다양하게 진행되어 왔다. 그 결과, 서비스 제공 단계별 대기시간 연구, 실제와 지각된 대기시간에 대한 연구, 대기를 경험하는데 영향을 미치는 대기환경과 대기정보 등 매개변수에 대한 연구, 고객의 특성에 따른 대기경험의 차이 연구 등을 통해 고객의 대기경험을 개선시키고자 하였다. 본 연구에서는 Hui and Tse(1996)가 제시한 고객의 행동적 메커니즘의 평가적 요소, 즉 지각된 대기시간, 대기수용정도, 대기에 대한 감정적 반응을 고객이 대기할 때 경험한다는 것을 바탕으로 서비스 제공자가 대기 시점에서 통제하기 어려운 고객의 개인적 요소들(고객충성도, 거래중요도, 대기기대수준)이 미치는 영향을 알아보기 위해 실제 대기상황(패밀리 레스토랑, 놀이공원)에서 탐색적 연구를 하였다. 두 번의 실험을 진행한 결과는 다음과 같다. 첫째, 레스토랑에서 조사한 결과, 고객의 거래중요도가 대기경험에 긍정적으로 미치는 영향이 큰 것으로 나타났다. 이는 레스토랑의 서비스 제공자가 고객의 거래중요도를 높일 수 있는 전략을 통해 고객의 이탈을 효과적으로 방지할 수 있음을 시사한다. 둘째, 놀이공원에서 조사한 결과는 거래중요도뿐만 아니라 고객충성도가 대기경험에 긍정적인 영향을 미치는 것으로 나타났다. 이를 통해, 놀이공원의 서비스 제공자는 지속적으로 고객충성도를 높일 수 있는 전략을 통해 필연적으로 발생하는 대기에 대한 고객의 불만을 최소화할 수 있음을 시사한다. 위의 연구결과는 서비스 장소의 특성에 따라 고객이 대기를 다르게 경험하기 때문에 서비스 제공자는 해당 서비스 장소에 따라 고객특성을 파악하여 이를 강화, 개선해 대기시간을 관리하는 것이 효과적일 수 있음을 시사한다. 셋째, 지금까지 대부분의 연구에서 조절적인 변수로 취급되었던 거래중요도, 대기기대수준 등의 고객 특성이 대기경험에 영향을 미치는 주요 독립 변수로 연구됨으로써 대기경험에 직접적인 영향을 미칠 수 있다는 것을 밝혔다. 즉, 획일화된 서비스전략이 모든 고객을 만족시키지 못하기 때문에, 고객의 개인적 요소들에 따라 대기경험에도 차이가 생길 수 있음을 감안한 마케팅 전략이 필요하다. 또한, 대기시간 연구에서 다루어지지 않았던 고객충성도가 대기경험에 미친다는 것도 알아내었다. 고객충성도는 중·장기의 긍정적인 서비스 경험에 의해 형성되는 것이기 때문에 누적되는 고객만족의 중요성을 위해 대기시간 관리에서 중요한 개념이라고 할 수 있다. 넷째, 실제 대기시간과 대기경험 간의 관계에서 지금까지 대기시간 연구들이 지각된 대기시간을 위주로 연구해왔으나, 실제 대기시간이 대기경험에 미치는 영향도 주목할 필요가 있다는 것을 밝혔다. 특히, 본 연구에서는 한계 대기시간과 함께 실제 대기시간의 영향력을 알아봄으로써, 동일한 실제 대기시간에도 개인이 느끼는 한계 대기시간에 따라 대기경험에 다양한 반응이 있음을 알 수 있었다. 마지막으로, 대기경험 간의 관계에 있어서도 Hui and Tse(1996)의 연구와 달리 고객은 대기시간을 지각하면, 이에 대한 수용여부를 결정하고, 대기상황에 대한 감정적 반응을 한다는 어느 정도의 방향성을 발견할 수 있었다.

• 한국프랜차이즈경영연구
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• 제12권2호
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• pp.51-60
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• 2021

Purpose: Waiting occured frequently in the service industry. Because waiting time is perceived as a loss by customers, perceived waiting time affects positive and negative responses to restaurants. If the waiting time is perceived as long, the waiting receptivity to accept the wait may also decrease. Therefore, restaurant stores need to increase waiting satisfaction so that customers can feel the waiting time shorter. Therefore, in this study, the effect of perceived waiting time and waiting satisfaction of customers visiting Taiwanese restaurant companies on waiting acceptability, emotions (positive and negative emotions) and satisfaction is investigated. Research design, data, and methodology: This study examines the structural relationship between perceived latency, waiting satisfaction, emotion, and satisfaction. To verify the purpose of this study, a research model and hypothesis were developed. The questionnaire items were modified and used according to the content of this study based on previous studies. All configurations were measured with multiple items tested and developed in previous studies. Data collected from 407 Taiwanese restaurant customers were analyzed using SPSS 22.0 and SmartPLS 3.0 programs. Confirmatory factor analysis was performed to measure the reliability and effectiveness of the measurement tool. Structural model analysis was performed to validate the study model. Results: The study results are as follows. Perceived waiting time was found to have a positive effect on negative emotions. In addition, it was found that waiting acceptability had a negative effect on negative emotions, and had a positive effect on positive emotions and customer satisfaction. Positive emotions were found to have a significant positive effect on customer satisfaction. Also, waiting satisfaction was found to have a positive effect as a moderating variable on the relationship between perceived waiting time and waiting acceptability. Conclusion: According to the results of this study, perceived waiting time was found to have a negative effect on eating out consumers. However, if the waiting time is satisfied, waiting time will increase the waiting time acceptability. Therefore, if customers are satisfied with the waiting environment by improving the quality of the waiting environment, it will be possible to establish a marketing ^*strategy^* that stimulates the positive effect of the perceived waiting time.