Bài giảng môn Quản trị kinh doanh - Chapter 11: Waiting line management

Emphasize the importance of providing fast service as a competitive advantage to companies.

Show the relationship between customer expectations, customer perceptions, and customer satisfaction as they pertain to waiting time.

Identify the various factors that can affect customer satisfaction with waiting time and provide a framework for showing managers which of these factors are under their control.

Demonstrate how service managers can design their operations and train their employees to provide faster service without incurring any additional costs.