Reference no: EM132114052

1. At the airport, there are separate check-in lines for regular passengers and premium passengers. You overhear a regular passenger grumbling because there is one agent serving his line (which is quite long) and two agents serving the premium line, which only has a handful of passengers in it. What does this illustrate?

The difficulty of maintaining motivating in the middle of a complex task

Virtual progress

Social injustice

Customers who are in the system sooner are more dedicated to the end task

2. It is better to design a queue that provides customers with frequent feedback about their progress through the line.

True

False

3. Please organize your analysis on the case in terms of three aspects:

1) Define the problem;

2) Identify causes of the problem;

3) Make recommendations for solving the problem.

From the perspective of Organization Behavior.