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The Perceived Fairness of Waitlist-Management Techniques for Restaurants

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dc.contributor.authorMcGuire, Kelly A.
dc.contributor.authorKimes, Sheryl E.
dc.date.accessioned2020-09-12T21:04:41Z
dc.date.available2020-09-12T21:04:41Z
dc.date.issued2006-05-01
dc.description.abstractAccording to a study of the fairness of four common, revenue-enhancing, waitlist-management techniques, restaurants can violate first-come, first-served expectations in seating waiting customers. However, any manipulations to the queue must be done carefully and with a full explanation. Faced with one of several scenarios in which a restaurant violated the first-come, first-served approach, respondents determined that matching waiting parties to available tables based on party size could be viewed as fair, as could allowing guests to call ahead to place their names on the waitlist. On the other hand, taking reservations for large parties drew mixed reviews, and seating VIPs ahead of all guests was generally viewed as unfair. In all cases, respondents thought explaining a policy improved fairness perceptions.
dc.description.legacydownloadsKimes19_The_Perceived_Fairness_of_Waitlist_Management_Techniques_for_Restaurants.pdf: 640 downloads, before Aug. 1, 2020.
dc.identifier.other5799465
dc.identifier.urihttps://hdl.handle.net/1813/71750
dc.language.isoen_US
dc.rightsRequired Publisher Statement: © Cornell University. Reprinted with permission. All rights reserved.
dc.subjectrestaurant revenue management
dc.subjectwait-list management
dc.subjectfairness
dc.subjectcall-ahead seating
dc.subjectVIP seating
dc.subjectlarge-party reservations
dc.subjectparty-size seating
dc.titleThe Perceived Fairness of Waitlist-Management Techniques for Restaurants
dc.typearticle
local.authorAffiliationMcGuire, Kelly A.: kam63@cornell.edu Cornell University
local.authorAffiliationKimes, Sheryl E.: sek6@cornell.edu Cornell University

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