Waiting times and queues are a daily problem for theme parks. Fast lines or priority queues appear as a solution for a specific segment of customers, that is, tourists who are willing to pay to avoid waiting. This paper analyzes the fast line system and explores the factors that affect the decision to purchase a fast line pass. A greater understanding of these factors may help companies to design appropriate products and services. This conceptual paper was based on a literature review in marketing and consumer behavior. Additional research was identified in related disciplines such as leisure studies, psychology, and sociology. A conceptual framework of the factors influencing the decision to purchase a fast line pass is presented.
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management journal, vol. 14, no. 3, pp. 295-303, 1996.
[2] R. Yan, S. Lotz, "The waiting game: The role of predicted value, wait
disconfirmation, and providers' actions in consumers' service
evaluations", Advances in consumer research, vol. 33, pp. 412-418,
2006.
[3] W. Lee, C. Lambert, "Impact of waiting time on evaluation of service
quality and customer satisfaction in food service operation", Foodservice
Research International, vol. 12, no. 4, pp. 241-254, 2000.
[4] G. Tom, S. Lucey, "A field study investigating the effect of waiting time
on customer satisfaction", The Journal of Psychology: Interdisciplinary
and Applied, vol. 131, no. 6, pp. 655-660, 1997.
[5] K. Katz, B. Larson, and R. Larson, "Prescription for the waiting in line
blues- entertain, enlighten, and engage”, Sloan management review, vol.
32, no. 2, pp. 44-53, 1991.
[6] W. Li, "Impact of waiting time on tourists satisfaction in a theme park:
An empirical investigation", Industrial Engineering and Engineering
Management (IEEM), 2010 IEEE International Conference on, pp. 434,
2010.
[7] D. Maister, "The Psychology of Waiting Lines", The Service Encounter:
Managing Employee/Consumer Interaction in Service Businesses, J. A.
Czepiel, M. R. Solomon, and C. F. Surprenant, eds. Lexington, MA:
Lexington Books, pp. 113-126, 1985.
[8] M. Hui, D. Tse, "What to tell consumers in waits of different lengths: An
integrative model of service evaluation", Journal of Marketing, vol. 60,
no. 2, pp. 81-90, 1996.
[9] G. Geissler, C. Rucks, "The overall theme park experience: A visitor
satisfaction tracking study", Journal of Vacation Marketing, vol. 17, no.
2, pp. 127-138, 2011.
[10] B. Pikkemaat, M. Schuckert, "Success factors of theme parks- An
exploratory study", Institute for tourism, vol. 55, no. 2, 2007.
[11] R. Hensley, J. Sulek "Customer satisfaction with waits in multi-stage
services", Managing Service Quality, vol. 17, no. 2, pp. 152-173, 2007.
[12] C. Heo, S. Lee, "Application of revenue management practices to the
theme park industry", International journal of hospitality management,
vol. 28, no. 3, pp. 446-453, 2009.
[13] A. Matthew, A. MacLaren, K. O’Gorman, C. White, "Priority queues:
Where social justice and equity collide", Tourism Management, vol. 33,
no. 4, pp. 875-884, 2012.
[14] S. Clavé, The global theme park industry, Cabi, Wallingford,
Oxfordshire; Cambridge, MA, 2007.
[15] A. Kemperman, Temporal aspects of theme park choice behaviour,
Citeseer, 2000.
[16] R. Ahmadi, “Managing capacity and flow at theme parks", Operations
research, vol. 45, no. 1, pp. 1-13, 1997.
[17] C. Heger, S. Offermans, J. Frens, "Waiting as part of the fun: Interactive
gaming in theme park queues", Offermans SAM, Nagtzaam HA
H.Proceedings of SIDER, vol. 9, pp. 52-55, 2009.
[18] A. Kemperman, A. Borgers, H. Oppewal, H. Timmermans, "Consumer
choice of theme parks: A conjoint choice model of seasonality effects
and variety seeking behavior", Leisure Sciences, vol. 22, no. 1, pp. 1-18,
2000.
[19] L. Moutinho, "Amusement park visitor behaviour — Scottish attitudes",
Tourism Management, vol. 9, no. 4, pp. 291-300, 1988.
[20] P. Pearce, Tourist behaviour: themes and conceptual schemes, Channel
View Publications, Clevedon, UK; Buffalo N.Y., 2005.
[21] J. Chebat, P. Filiatrault, "The impact of waiting in line on consumers",
International Journal of Bank Marketing, vol. 11, no. 2, pp. 35-40,
1993.
[22] J. Chebat, C. Gelinas-Chebat, A. Vaninski, P. Filiatrault, "The impact of
mood on time perception, memorization, and acceptance of waiting.",
Genetic, social, and general psychology monographs, 1995.
[23] F. Leclerc, B. Schmitt, L. Dube, "Waiting time and decision making: Is
time like money?", Journal of Consumer Research, , pp. 110-119, 1995.
[24] M. Houston, L. Bettencourt, S. Wenger, "The relationship between
waiting in a service queue and evaluations of service quality: A field
theory perspective", Psychology marketing, vol. 15, no. 8, pp. 735-753,
1998.
[25] J. Hornik, "Subjective vs. Objective Time Measures: A Note on the
Perception of Time in Consumer Behavior", The Journal of consumer
research, vol. 11, no. 1, pp. 615-18, 1984.
[26] P. Jones, E. Peppiatt, "Managing perceptions of waiting times in service
queues", International Journal of Service Industry Management, vol. 7,
no. 5, pp. 47-61, 1996.
[27] M. Koo, A. Fishbach, "A Silver Lining of Standing in Line: Queuing
Increases Value of Products", Journal of Marketing Research, vol. 47,
no. 4, pp. 713-724, 2010.
[28] G. Ryan, M. Valverde, "Waiting online: a review and research agenda",
Internet Research, vol. 13, no. 3, pp. 195-205, 2003.
[29] G. Ryan, M. Valverde, "Waiting for service on the internet: Defining the
phenomenon and identifying the situations", Internet Research, vol. 15,
no. 2, pp. 220-240, 2005.
[30] G. Ryan, M. Valverde, "Waiting in line for online services: a qualitative
study of the user's perspective", Information Systems Journal, vol. 16,
no. 2, pp. 181-211, 2006.
[31] V. Vukadinovic, F. Dreier, S. Mangold, "A simple framework to
simulate the mobility and activity of theme park visitors", Proceedings
of the Winter Simulation ConferenceWinter Simulation Conference, pp.
3253, 2011.
[32] R. Zhou, D. Soman, "Looking back: Exploring the psychology of
queuing and the effect of the number of people behind", Journal of
Consumer Research, vol. 29, no. 4, pp. 517-530, 2003.
[33] Z. Carmon, J. Shanthikumar, T. Carmon, "A psychological perspective
on service segmentation models: The significance of accounting for
consumers’ perceptions of waiting and service", Management Science,
vol. 41, no. 11, pp. 1806-1815, 1995.
[34] H. Friedman, L. Friedman, "Reducing the “wait” in waiting-line
systems: Waiting line segmentation", Business horizons, vol. 40, no. 4,
pp. 54-58, 1997.
[35] F. Bielen, N. Demoulin, "Waiting time influence on the satisfactionloyalty
relationship in services", Managing Service Quality, vol. 17, no.
2, pp. 174-193, 2007.
[36] M. Davis, T. Vollmann, "A framework for relating waiting time and
customer satisfaction in a service operation", Journal of Services
Marketing, vol. 4, no. 1, pp. 61-69, 1990.
[37] G. McDougall, T. Levesque, "Waiting for service: the effectiveness of
recovery strategies", International Journal of Contemporary Hospitality
Management, vol. 11, no. 1, pp. 6-15, 1999.
[38] W. Fung, "A study of queue: consumers'purchase intention tradeoff
between perceived product quality and perceived sacrifice", Marketing
Option, Working paper, 2006.
[39] A. Rafaeli, G. Barron, K. Haber, "The Effects of Queue Structure on
Attitudes", Journal of service research, vol. 5, no. 2, pp. 125-139, 2002.
[40] S. Taylor, "Waiting for service: The relationship between delays and
evaluations of service", Journal of Marketing;Journal of Marketing, vol.
58, no. 2, pp. 56-69, 1994.
[41] A. Pruyn, A. Smidts, "Effects of waiting on the satisfaction with the
service: Beyond objective time measures", International journal of
research in marketing, vol. 15, no. 4, pp. 321-334, 1998.
[42] R. Larson, "Perspectives on queues- social- justice and the psychology
of queuing", Operations research, vol. 35, no. 6, pp. 895-905, 1987.
[43] L. Dubé-Rioux, B. Schmitt, F. Leclerc, "Consumers’ reactions to
waiting: when delays affect the perception of service quality", Advances
in consumer research, vol. 16, no. 1, pp. 59-63, 1989.
[44] D. Moore, "The Waiting game", UNLV
Theses/Dissertations/Professional Papers/Capstones. Paper 556.
http://digitalcommons.library.unlv.edu/thesesdissertations/556, 2007.
[45] J. Baker, M. Cameron, "The Effects of the Service Environment on
Affect and Consumer Perception of Waiting Time: An Integrative
Review and Research Propositions", Journal of the Academy of
Marketing Science, vol. 24, no. 4, pp. 338-349, 1996.
[46] M. Davis, J. Heineke, "How disconfirmation, perception and actual
waiting times impact customer satisfaction", International Journal of
Service Industry Management, vol. 9, no. 1, pp. 64, 1998.
[47] J. Kellaris, R. Kent, "The influence of music on consumers' temporal
perceptions: does time fly when you're having fun?", Journal of
Consumer Psychology, vol. 1, no. 4, pp. 365-376, 1992.
[48] M. Davis, J. Heineke, "Understanding the roles of the customer and the
operation for better queue management", International Journal of
Operations & Production Management, vol. 14, no. 5, pp. 21-34, 1994.
[49] S. Keliiholokai, "The Effects of annual pass holders on the Disneyland
Resort infrastructure", UNLV Theses/ Dissertations/Professional
Papers/Capstones. Paper 540, 2010.
[50] A. Milman, "The future of the theme park and attraction industry: a
management perspective", Journal of Travel Research, vol. 40, no. 2,
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@article{"International Journal of Business, Human and Social Sciences:62087", author = "G. Hernandez-Maskivker and G. Ryan and M. Blazey and M. Pàmies", title = "Fast Lines at Theme Parks", abstract = "Waiting times and queues are a daily problem for theme parks. Fast lines or priority queues appear as a solution for a specific segment of customers, that is, tourists who are willing to pay to avoid waiting. This paper analyzes the fast line system and explores the factors that affect the decision to purchase a fast line pass. A greater understanding of these factors may help companies to design appropriate products and services. This conceptual paper was based on a literature review in marketing and consumer behavior. Additional research was identified in related disciplines such as leisure studies, psychology, and sociology. A conceptual framework of the factors influencing the decision to purchase a fast line pass is presented.
", keywords = "Tourist behavior, fast lines, theme park, willing to
pay.", volume = "7", number = "6", pages = "1791-6", }
