Customers basically perceive queuing as a negative experience requiring not only time but also psychological and physical cost. That is why service companies devotes one’s efforts to queuing management. Therefore, it is required to develope a waiting management method so that service industry can strengthen the efficiency of waiting management. With this in mind, author observes empirical cases and finds out factors affecting waiting management of service industry. Author considers factors such as certainty of waiting time, possibility of accomplishing waiting objectives and fairness in waiting situation affecting waiting anxiety The study found that all the factors influence to waiting anxiety.
ABSTRACT
Ⅰ. 서론
Ⅱ. 선행연구 분석과 연구모형 및 가설설정
Ⅲ. 연구 설계
Ⅳ. 실증분석
Ⅴ. 결론
참고문헌
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