Restaurant Queuing Management in Experience Economy Era

Abstract

Queuing up is a common phenomenon in catering enterprises. In experience economy era, consumers pay more and more attention to all-around experience during consumption. The implementation of effective queuing management plays an important role in improving customer satisfaction, cultivating loyal customers, establishing enterprise competitive advantage and increasing economic benefits of catering enterprises. This paper puts forward some queuing management measures for catering enterprises in aspects of reducing actual queuing time of customers, shortening perceived queuing time of customers, establishing compensation system for customers waiting for a long time and reducing queuing rate through demand management.