TOUR3008 Lecture Notes - Lecture 9: Demand Curve, Disney'S Fastpass
Document Summary
Tour3008 service management in tourism semester 1, 2018. How much of product is available (seats, labour, equipment) Demand= how much of a product us desired by buyers; how many people wish to buy, when. Wide swings in demand, tourism seasonably, daily peaks/troughs (check in/out), extraordinary circumstances (rain/heatwave) Goal is to find a way to most efficiently match supply of service to demand for service. 4 conditions: demand exceeds max available capacity, demand exceeds optimism/desired capacity, demand and supply are well balanced, demand is below optimum capacity. Adjusting supply to match demand = schedule downtime in low periods; cross-train employees; invite customers to co-create/self serve; create flexible capacity. Unoccupied time feels longer than occupied time (disney, bars, coffee) Anxiety makes waiting worse (the other line always move faster!) Unfair waits feel longer than fair waits (express lane) Unexplained waits feel longer than explained waits (waiting in ignorance creates a feeling of powerlessness) Confusion and disorganization makes waiting worse (info and process).
