• Journal of Distribution Science
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• v.17 no.6
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• pp.77-84
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• 2019

Purpose - Although an extensive body of research in psychology and marketing focuses on perceived waiting time, no research has examined the effect of the location of the waiting place on perceived waiting time. In particular, this study suggests that customers who are waiting in a restaurant may have different perceived waiting time depending on whether they are in close proximity to the service area (e.g., dining area) or farther from it. In particular, the author examines how and why the location of the waiting place affects the perceived waiting time of the consumer and reveals the mental simulation as its psychological mechanism. Research design, data, and methodology - This study conducted field surveys with customers waiting in real restaurants. Eighty-eight people participated under two conditions: a restaurant with a waiting place near the dining area and a restaurant with a waiting place far from the dining area. Participants responded to questions about perceived waiting time (the dependent variable), mental simulation (the mediator), and demographic variables. To verify the hypothesis, ANOVA and bootstrapping analysis were performed. Results - The major results from the field study are as follows. First, participants perceived wait time differently depending on the location of the restaurant's waiting place: participants in the restaurant with a waiting place close to the dining area perceived significantly shorter waiting times. Second, the effect of the location of the waiting place on the perceived waiting time was mediated by mental simulation: the closer the wait location is to the dining area, the more imagination the customer exercises about the meal, which in turn distracts attention from time flow and shortens the perceived wait time. Conclusion - This study has a theoretical implication in that it extends research on perceived waiting time as the first study of how and why the location of a waiting place affects a customer's perceived waiting time. It has a practical implication that can be used as a marketing tactics to improve the image of the service provider by changing the location of the waiting place.

• The Journal of the Korea Contents Association
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• v.17 no.1
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• pp.270-286
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• 2017

Managing waiting experience is critical for providing service because waiting is an inevitable experience. We explored the factors which influence the waiting experience of the customers and the experience they face, in order to find out the meaning of waiting experience of the customer. As a result, we investigated a holistic sequence divided into four stages. When the customers wait for the service, perceived time would be increased by Zeigarnik effect. How long the customers feel when waiting is largely affected by a gap between waiting time and the perceived time, rather than the perceived time itself. Furthermore, the customers showed a tendency to have hard time immersing in the media due to considering others. Additionally, we could find that waiting time after giving an order is relatively more important than the waiting time before the order. Based on the results, the service provider should convey a feeling of completion by fitting the end point of the media to the point when the customer receives the service. In addition, high predictability needs to be offered for the customers in order to predict the exact waiting time. Finally, the customers should feel as if they take the initiative during waiting time.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8820-8829
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• 2015

While medical services are recognized to be crucial in a process of disease treatment, the research has been done with the service space and waiting time in a medical institution. This paper's objective is to evaluate the waiting areas of lobby, outpatient clinic, operating room in a general hospital and to draw factors of architecture design for further improvement, identifying strengths and weaknesses to be analyzed in terms of medical service. Research method is to define concepts of waiting time through literature review and advanced researches, analyze characteristics of architectural plan through drawing analysis and site survey. This research will contribute to the improvements of the planning methods which will reduce the waiting time and increase the quality of medical service.

• Korean Institute of Interior Design Journal
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• v.25 no.1
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• pp.172-180
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• 2016

This study aimed to evaluate how universal design principles are embodied in the Public Service Center. It will be used for planning the basic materials of the interior environmental design for Public Service Center facilities and for developing ways to improve interior environments in order for them to be conveniently used. In studying a method, we conducted an Universal Design check list to evaluate interior environment, targeting five Public Service Center facilities located in Gwangju Metropolitan city. This study investigated the Universal Design suitability of center interior Public Service Center on the basis of the tools for Universal Design check list which was composed of supportive design, adaptable design, communicability, safety-oriented design, and accessible design. Through theoretically considering the services of Gwangju's old city hall public service center, which got divided into common space, public service space, waiting space and informative material space. Evaluation on universal design application level showed that those with best universal design application are supportiveness and safety in public service space, communication efficacy and safety in waiting space and safety and accessibility in informative material space and acceptability in waiting space had the lowest application level.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.21 no.48
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• pp.223-232
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• 1998

In order to improve the hospital service quality, some hospitals try to reduce the outpatients' waiting time in the hospital. One of the dissatisfied service items at the hospital is the long waiting time to take the prescribed medicine. In most cases, the smaller the number of pharmacists, the longer could be the waiting time. The suggestion of criteria for optimal allocation of appropriate number of pharmacists must be very important to manage the hospital pharmacy. In this paper, we suggest the method to figure out appropriate number of pharmacists through the real situation study at the Sampling Medical Center Pharmacy. We present the simulation study results using the simulation package ARENA and the analysis of statistical distribution of the arriving prescriptions. The result of this research could be applied to the other service business to figure out the optimal allocation of available human resources and to do the job analysis for better service quality.

• International Area Studies Review
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• v.13 no.1
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• pp.491-512
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• 2009

The study on waiting time has been conducted from the psychological perspective since Maister (1985). In using medical institutions, especially general hospitals, it is not avoidable to wait for a long time. As a result, the waiting time gives clients psychological stress, which causes medical consumers to be more dissatisfied and decreases their rate of revisit. Accordingly, it is very urgent to study on the waiting time for hospitals' marketing and better image-making. This study is intended to find out how hospitals image and clients revisit is influenced by waiting environment and consumers' attitude, variables of waiting time perceived in medical services. Based on this study, those medical institutions are required to improve their medical service and waiting environment. Accordingly, they should convert waiting time into more efficient and comfortable recess and provide better environment for physical service and effective human services. As those medical institutions have relatively worse image than other businesses, they should actively study on ways of better image-making in the future.

• Journal of the Korean Society of Food Culture
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• v.34 no.4
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• pp.432-439
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• 2019

The purpose of this study is to measure the effect of customers' waiting time on their revisit intention through their emotion. Also this study assessed the effect of restaurant selection attributes on consumers' revisit intention in Korea. This study used experimental scenario questionnaires for collecting data. Frequency analysis, Cronbach's alpha, correlation, t-tests and multiple regression analysis were assessed using SPSS. Customers preferred taste, sanitation and service when selecting a restaurant to dine out. The results of this study found that there were no significant differences between positive and negative emotions due to waiting time. Findings of this study suggested that waiting time, convenience, nutritional value, and emotion influenced consumers' revisit intention. Therefore, reducing waiting time and providing proper service will help consumers have positive emotions to return to dine at a restaurant.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.6 no.8
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• pp.93-103
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• 1983

In this paper, we study an optimal service policy of the M/M/2/K queueing system with two types of customers. The incurred costs consist of waiting cost, service cost and incurred costs consist of waiting cost, service cut and changeover cost. The changeover cost occurs when a server who assigned to serve a particular type of customers reassigned to the other types of customers. Two servers serve two types of customers who arrive to the two separate queues. The two types of customers differ in respect of their arrival rate, service rate, waiting cost, and service cost. The servers require a policy, for determining when they should change their service type, which minimizes the long run expected total cost. The policy is obtained by a Markov decision process model that consists of a finite number of states and actions. In order to find the optimal service policy, we define states and actions of the system, compute onestep transition probabilities, and apply to the successive approximations algorithm.

• Journal of Korea Port Economic Association
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• v.25 no.4
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• pp.183-202
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• 2009

This study estimates the port waiting cost of international trade ports in Korea by an opportunity cost approach. In the next step, we present a method to assess the levels of port services by the average waiting cost of ships derived from the results of the first step. Because the port waiting cost reflects the social cost, it is difficult to use as a service indicator even though it is the decision support information for a particular port facility expansion. The percentages of waiting ships and time also are insufficient indicators to reflect only the quantitative aspects by the time. However, the average waiting cost of ships in this study can be utilized as a service indicator to reflect waiting time and the loss of economic value simultaneously. It is also very useful information for a shipper and a carrier to select a port. Based on the average waiting cost of ships in 2007, it is analyzed in order of lowest service ports sequentially such as Pyeongtaek-Dangjin, Pohang, Donghae, and Samcheonpo. It is different from the sequential order of ports by the port waiting cost such as Pohang, Incheon, Gwangyang, Pyeongtak-Dangjin, and Ulsan. The port waiting cost is to a port authority as a key indicator what the average waiting cost of ships is to a port user as a useful indicator to evaluate the levels of port services.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.93-100
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• 2012

Objective: This study is to review the current state of services offered to pharmacy users, and develop a service design converging a prescription service and a smart phone application service in order to enhance patients' experience at pharmacies and home. Background: Under the new medical system; separation of prescribing and dispensing drugs, a doctor writes a prescription to their patients and patients have their prescription filled at the pharmacy. As the number of flue, allergy and atopy patients has increased, waiting lines have been longer at pharmacies. Besides, the current medical service system lacks of providing proper information on prescribed pills to patients. There are already services offered during waiting times such as offering free drinks, magazines or suggesting general drugs which you can buy without prescription, however they neither cover the current medical service's shorts nor shorten the waiting time. Method: I researched objective and perceived waiting times reduction methods, the current service status at pharmacies, and the government's policy direction in a medical service. Also, I observed a patient's journey from the hospital to pharmacy and then home. I examined the circumstance at pharmacies, patients' behaviors and their thoughts during their journey, and extracted three main goals to design a service in order to help patients have positive perception during the waiting time; (1) to reduce the perceived time by the way of visualizing time and offering readings about what patients consider necessary, (2) to educate patients what they are into and how to get through, (3) to establish trust among patients, doctors and pharmacists. Based on three goals, I designed a structure and a wireframe for a new service application of smart phones. Results: With a new service design for pharmacy users, users can track their medical record and visit the information about their current medical treatments anytime. Also the service helps patients build reliable relationships with doctors and pharmacists. Conclusion: Experience is not just an activity but series of multiple activities. The serving range of a medical service should not be determined by stakeholders but user's holistic experience. By approaching a service design with a holistic vision, it can enrich not only a temporary experience but also a whole life well being. Application: Since there are already many service applications advising patients about their illness and finding right doctors, this service design is focused on the experience from getting a prescription till feeling better. The next move is to combine those two parts medical services and design an integrated service application. As a prescription is going to be coded in numbers, we might consider to design an un-attended pharmacy which can shorten huge amount of time for filling prescriptions.