Ambience of the physical surroundings - facility layout, Operation Management

Ambience of the Physical Surroundings - Facility Layout

Décor, noise levels, music, temperature and lighting may affect the customers' judgement of the service, how long they stay and how much they spend. 

The customers' perception of waiting times 

The reason for the inclusion of the word 'perception' is illustrated by an example cited by Evans (1993). An airline operating at Houston airport experienced a high level of complaints from its passengers about the waiting time in the baggage-reclaim area. The airline's solution was to re-direct baggage to the carousel furthest from the arrival gates. Though passengers had to walk further, and the baggage took just as long to arrive, the customers' perceptions were that the waiting time had been reduced.

Posted Date: 3/16/2013 2:36:31 AM | Location : United States







Related Discussions:- Ambience of the physical surroundings - facility layout, Assignment Help, Ask Question on Ambience of the physical surroundings - facility layout, Get Answer, Expert's Help, Ambience of the physical surroundings - facility layout Discussions

Write discussion on Ambience of the physical surroundings - facility layout
Your posts are moderated
Related Questions
When managing organizational change, which would be more effective in overcoming resistance to change: rational persuasion, leader-follower relationship, both, or something else

Evaluate alternative structures to determine which one would be most appropriate for Domino's to consider and discuss likely benefits Dominos would realize from adopting that struc

Innovation and Learning Perspective - Performance Measures In this perspective, the company emphasises the design and application of business management initiatives that foste

The local convenience store makes bread. Currently, their oven can produce 50 pieces of bread per hour. It has a fixed cost of $2,000, and a variable cost of $0.25 per bread. The o

Describe a ethical dilemma ( be detailed)? What was the situation? Who did it involve? Why? What happened? What was and wasn't done?

Provide 2 insights on conflict in organizations. Is conflict in organizations good or bad? Can conflict be avoided? Should all potential issues that can lead to increased conflict

Go to www.diversityinc.com and search for "Things Never to Say to Women Executives". List three examples and provide a one page explanation regarding how these statements undermine

Identify the front-room and back-room services for the following organizations. Could these services be improved by increasing or decreasing the degree of customer contact? By sepa

Analyze the four elements of the integrated model of motivation to determine which element is the most essential to get right when motivating employees. Explain your rationale. •As

Compare a Utilitarian and a Libertarian view on the importance and enforcement of consumer rights (to choose, to safety, to be informed, to be heard, to redress and to privacy).