Improving Service: Managing Response Time in Hospitality Operations [Summary]

dc.date.accessioned	2020-11-17T17:33:42Z	en
dc.date.available	2020-11-17T17:33:42Z	en
dc.date.issued	2020-11-15	en
dc.description.abstract	Several points are suggested through this study for the service improvement to operators. Managers should acknowledge the importance of service response time that impacts customer attitudes and behaviors. Response time should be collected specifically for their accurate reports. The service process can be redesigned to shorten response time. Also, operators can give customers extra attention to distract them during waiting. Uncertainty must be eliminated by telling customers what is happening. They promise customers what can be delivered not what customers want to hear. And they can encourage customers to visit off-peak time to reduce waiting time. The waiting time can be used for selling ancillary products. Lastly, service providers should know that there are different needs of waiting customers and serve them with different strategies by observing them.	en
dc.format.mimetype	application/pdf	en
dc.identifier.uri	http://hdl.handle.net/10919/100878	en
dc.publisher	Virginia Tech	en
dc.rights	Creative Commons Attribution 4.0 International	en
dc.rights.uri	http://creativecommons.org/licenses/by/4.0/	en
dc.subject	Hotel	en
dc.subject	Hospitality	en
dc.subject	operation	en
dc.subject	Service reponse	en
dc.title	Improving Service: Managing Response Time in Hospitality Operations [Summary]	en
dc.type	Summary	en

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