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| Author: | McGuire, K.A. Kimes, S.E. |
| Title: | The perceived fairness of waitlist-management techniques for restaurants |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2006 : MAY, VOL. 47:2, p. 121-134 |
| Index terms: | restaurants customers consumer behaviour communication |
| Language: | eng |
| Abstract: | According to a study of the fairness of four common, restaurants can violate first-come, first-served expectations (here as: 1st-in-1st-srvd.) in seating waiting customers. However, any queue manipulation must be done carefully and with full explanation. Faced with one of several scenarios in violating the 1st-in-1st-srvd. approach, respondents determined that matching waiting parties to available tables based on party size, and allowing guests to call ahead to place their names on the waitlist could be viewed as fair. On the other hand, taking reservations for large parties drew mixed reviews. Seating VIPs ahead of all guests was generally viewed as unfair. In all cases, respondents thought explaining a policy improved fairness perceptions. |
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