Faced with variable demand and a perishable capacity, a service manager can smooth demand by ________.
A) using part-time help during peak hours
B) scheduling workshifts to vary workforce needs according to demand
C) increasing the customer self-service content of the service
D) using reservations and appointments

Question

Quizplus · Accepted Answer

Using reservations and appointments allows the service manager to control the flow of demand, ensuring that the capacity is used efficiently and that customers do not have to wait for service. By having customers reserve a specific time for service, the manager can adjust capacity to match expected demand, avoiding overstaffing or understaffing. This helps to minimize idle time and reduce the cost of providing service. Part-time help during peak hours, scheduling workshifts, and increasing customer self-service content are also strategies for managing demand, but may not be as effective in smoothing demand as using reservations and appointments.

Faced with Variable Demand and a Perishable Capacity, a Service