服务管理：运作、战略与信息技术(原书第9版)教师手册MGH 9thIM_12 Queue_new.docVIP

Chapter 12 Managing Waiting Lines Chapter 12 Managing Waiting Lines PAGE 222 PAGE 205 204 CHAPTER 12 MANAGING WAITING LINES TEACHING NOTE Because customer waiting is inevitable, the challenge is to make this waiting experience less painful. The chapter explores the psychology of waiting to give the student an appreciation for the subtle effect that waiting has on people. The chapter is nonquantitative and can be used effectively to give the less mathematically-sophisticated students an appreciation of queuing systems and the terminology without any reference to formulas. This chapter has