Analysis on Waiting Lines in the Context of Service Encounter: Waiting Lines
Keywords:Service Encounter, Waiting Lines, Service Recovery, Moment of Truth, Culture
It is quite often that a customer comes in contact with a service provider. Often we call each this contact as moments of truth. It is quite true that each of these moments of truth need the qualification as a satisfying one for enhancing the customer prospects. At times it may be possible that these encounters which turn out to be not satisfying leaves a void between the customer and the service provider. To obviate widening of such a gap service provider undertakes the process of service recovery. Cycle of service would be satisfying when the moments of truth become acceptable. Unexpected failures in service encounter would be seen from the point of frequent bottle necks or the waiting lines. Waiting line is generally seen when more than one customer wait for a service. So, if we understand in economics it is a case of imbalance between demand and supply or we say demand for service and the capacity of the service provider to satisfy the customer within the acceptable time. Service provider can influence the acceptable time by various methods. Waiting line is definitely related to the arrival rate, so the point in consideration is variability. E-commerce has taken a step in support of reducing the waiting line in certain cases of services. In this paper analysis is being carried out to understand the impact of waiting lines in service encounter. The research design adopted is survey method.
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