The Perceived Fairness of Waitlist-management Techniques for Restaurants

  title={The Perceived Fairness of Waitlist-management Techniques for Restaurants},
  author={Kelly McGuire and Sheryl E. Kimes},
  journal={Cornell Hotel and Restaurant Administration Quarterly},
  pages={121 - 134}
  • Kelly McGuireS. Kimes
  • Published 1 May 2006
  • Political Science
  • Cornell Hotel and Restaurant Administration Quarterly
According 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… 

An Evaluation of Rules for Assigning Tables to Walk-in Parties in Restaurants

An extensive simulation uses an extensive simulation to evaluate the relative revenue outcomes for nine rules for assigning walk-in parties to tables in restaurants, taking into account such variables as restaurant size and matching party size to the table size.

An Evaluation of Rules for Assigning Tables to Walk-in Parties in Restaurants

A survey of 276 restaurant and food-service managers found that, when it comes to seating walk-in guests, just over half maintain a policy of seating the party that has waited the longest. About

Optimal table-mix and acceptance?rejection problems in restaurants

In this paper, we address the issue of capacitated revenue management (RM) in the restaurant industry. First we present an integer programming (IP) model to find the optimal table-mix for a

Modeling no-shows, cancellations, overbooking, and walk-ins in restaurant revenue management

ABSTRACT Few studies have examined overbooking in the restaurant industry. The authors observed the business situation in a restaurant in Hong Kong over 2 years, noted how demand exceeded supply on a

Variable Pricing in Restaurant Revenue Management: A Priority Mixed Bundle Strategy

The restaurant industry has historically been limited in its ability to adopt traditional revenue management pricing practices (e.g., variable pricing across tables and times) because of three

Cherry-Picking Customers by Party Size in Restaurants

This paper examines the phenomenon of cherry-picking customers—serving the high value customers and denying service to low value customers. These actions are fundamental to revenue management, but

The Role of Technology in Restaurant Revenue Management

Technology systems can support restaurant managers' efforts to improve sales and profits through revenue management. By subdividing a meal into its component sections, a manager can determine which

Overbooking as a Means to Manage Restaurant No-Shows and Cancellations: A Novel Model Extension

  • C. Chiang
  • Journal of Hospitality & Tourism Research
  • 2021
Newsvendor models have been developed to determine the optimal overbooking level of hotel rooms to manage no-shows and cancellations. This research note extends the newsvendor model to a restaurant

The effect of the minimum server wage on restaurant guest tipping behavior

ABSTRACT Restaurant server income is predominantly composed of tips received from guests and the minimum server wage received from restaurants. Grounded in equity theory, this study investigated the

Price fairness perceptions and hotel customers’ behavioral intentions

This study examines the causal relationship between consumers’ price fairness perceptions and behavioral intentions in the context of online hotel bookings. Using a cross-sectional sample of 506



Has Revenue Management become Acceptable?

Demand-based pricing is underused in many service industries, because customers are believed to perceive such pricing as unfair. Fencing can be highly effective in improving the perceived fairness of

Restaurant Revenue Management at Chevys: Determining the Best Table Mix

This research focused on developing an optimal supply mix, specifically on determining the supply mix that would maximize revenue, using data from a Chevys restaurant in conjunction with a simulation model to evaluate and enumerate all possible supply (table) mixes.

Restaurant Revenue Management

In principle, restaurant operators should be able to apply the time-based philosophy of revenue management to restaurant meals. To do so, however, requires a revision in the way most restaurateurs

Perceived fairness of revenue management in the US golf industry

Experience in other industries has shown that revenue management can increase revenue without affecting customer satisfaction. Revenue management, however, is underutilised in the golf industry, as

All's not fair in pricing: An initial look at the dual entitlement principle

A new theory in economics (Kahneman, Knetsch, and Thaler, 1986a, b) contends that consumer judgments of seller fairness can explain why sellers in many industries do not raise prices to ration off

Fairness as a Constraint on Profit Seeking: Entitlements in the Market

Community standards of fairness for the setting of prices and wages were elicited by telephone surveys. In customer or labor markets it isacceptable for a firm to raise prices (or cut wages) when

Perceived Fairness of Demand-Based Pricing for Restaurants

Abstract Variable pricing in restaurants—for example, by day part or weekends versus weekdays— is likely to be okay with customers provided the different price schemes seem fair.

Fairness as a constraint

Purpose - The purpose of this short paper is to provide an alternative method to explain the reason why the outcome of the ultimatum game based on the well-known self-interest model is not feasible

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully