工业工程

工业工程 ›› 2012, Vol. 15 ›› Issue (6): 20-24.

• 实践与应用 • 上一篇    下一篇

餐饮服务排队管理中等候区设置必要性研究

  

  1. 上海大学 管理学院，上海 200444
  • 出版日期:2012-12-31 发布日期:2013-01-15
  • 作者简介:韩亚娟(1979-), 女, 陕西省人, 讲师, 博士, 主要研究方向为质量管理、工业工程.

Research on the Necessity of Setting Waiting Room in Restaurant Queue Management

  1. School of Management, Shanghai University, Shanghai 200444, China
  • Online:2012-12-31 Published:2013-01-15
  • Supported by:

    高等学校博士学科点专项科研基金(新教师类)资助项目(20093108120023); 国家自然科学基金（青年基金）资助项目(71101086)

摘要： 为了达到同时提高饭店服务质量和收益的双重目的，从顾客等待心理和饭店能力管理相结合的角度研究了饭店排队管理问题，提出了建立顾客等候区的排队管理策略。充分考虑顾客感知等待时间，采用排队论的方法分别建立了在不设置等候区时的损失制排队模型及设置等候区时的带有顾客中途退出的排队模型，并以饭店收益最大化为目标建立两种模型下的收益函数，最后用Matlab编程比较分析了两个模型。结果表明：设置等候区能够使饭店获得更大的收益；同时，要保证利润最大，餐桌数与顾客中途退出指数成负相关，等候桌数与顾客中途退出指数成正相关，这为进行有效排队管理提供了理论依据。

关键词: 排队管理, 中途退出指数, 服务质量, 饭店管理

Abstract: To improve restaurant service quality and increase revenue, the issue of restaurant queue management is discussed in an integrated perspective of both capacity management and the psychology of waiting in line. Two cases are considered: 1) there is no waiting room, leading to loss of customers; and 2) there is a waiting room, but some customers may renege because of the waiting time. With customer perception in waiting considered, queuing theory models are developed for both cases. To maximize profit, revenue functions for the models are derived. Then, simulation analysis is done by using Matlab. It shows that there is a strategy of setting waiting room such that maximum profit can be achieved, which indicates that the traditional view of conflict between service quality and cost can be overcome by integrating perspective from both customers and the company. In addition, the number of dinner tables is negatively related to the reneging parameter, whereas the number of waiting tables is positively related to the reneging parameter.

Key words: queue management, reneging parameter, service quality, restaurant management