Reference no: EM131283820
Pretty much any time you go somewhere to purchase something, you have to wait in line. When you go to a store, there are two basic types of check-out lines: a) the single-line/single-channel model; and b) the single-line/multi-channel model.
The single-line/single-channel model is the "classic model." This is when a single line forms in front of a single check-out point. Think about when you get in line at a grocery store. You choose a check-out line and you wait with everyone else for that single checkout person to help each customer. Yes, there are multiple checkout lines to choose from, but once you've chosen a line then you're in it and odds are you're going to stay in it. You see it at places like Starbucks, gas stations, movie theaters, etc.
The single-line/mutli-channel model is sometimes referred to as the "bank model," because that it were it is most often encountered. In this model, everybody waits in one line and customers go to a customer service associate as the associate becomes available. This model can also be seen at places like Barnes and Nobel, the DMV, and fast food restaurants. You also see this a lot in retail stores that offer self-service check-out.
Part A) If you have to wait in line (and we all do), which kind of line do you prefer? Why? Are there places where one model works better than another or should all places just stick to the same model?
Part B) What can businesses do to make waiting in lines a more pleasant experience?
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