The study of how waiting feels compared with how long it lasts. Its best-known findings: occupied time feels shorter than idle time, uncertain waits feel longer than known ones, unexplained waits feel longer than explained ones, and unfair waits feel longest.
The study of how waiting feels compared with how long it lasts. Its best-known findings: occupied time feels shorter than idle time, uncertain waits feel longer than known ones, unexplained waits feel longer than explained ones, and unfair waits feel longest.
See also: Perceived wait, Quoted wait, Tracking link
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The wait time a business tells a party when they join a queue, given in minutes or as a time of day. It sets the party's expectation, and comparing it with the actual wait shows how accurate the quoting is.
The time that really passes between a party joining a queue and being called or seated. It is measured from the queue entry's join time to its called or seated time, and is the figure the quoted wait is judged against.
How closely actual waits match quoted waits, usually given as the share of parties called within a few minutes of their quote, or as the average gap between quote and actual. Parties forgive a long wait more readily than a wrong one.
The number of parties a business serves in a stretch of time, such as parties per hour. Throughput is limited by the slowest step in service, and rises when turn time falls or more stations work in parallel.
One full use of a table, from seating a party to the table being cleared and ready for the next one. Table turnover is how many turns a table makes in a service period; more turns at the same check size means more covers and revenue.