A Study on the Factors Affecting on Waiting Anxiety in the Service Industry: Based on Limousin-Service from Hotel to Airport (서비스 기업의 대기불안(Waiting Anxiety) 향요인에 관한 연구: 호텔과 공항 간 리무진서비스를 대상으로)

Kim, Kwon-Soo (김권수)

A Study on the Factors Affecting on Waiting Anxiety in the Service Industry: Based on Limousin-Service from Hotel to Airport

Journal of Tourism Sciences
Abbr : JTS
2005, 29(3), pp.67-84
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Kim, Kwon-Soo ¹

¹인덕대학

Accredited

ABSTRACT

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.

KEYWORDS

대기불안, 대기시간의 확실성, 대기목적의 실행가능성, 대기상황의 공정성

Citation status

* References for papers published after 2023 are currently being built.

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Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7