The purpose of this paper is to investigate the effects of capacity decisions regarding the number of servers/chefs and tables on identifying a change in the number of wait-related anxious customers, customer losses and customers served to meet the waiting time standards of an actual upscale restaurant.,The authors applied a simulation model to present the consequences of restaurant capacity decisions based on waiting time standards. Arena Simulation Software, licensed by Rockwell Automation, was used for modeling and identifying distributions of the data set provided by the restaurant. An experiment was designed for an upscale restaurant with existing five servers/chefs and 50 tables by changing these resources to measure the changes in customers' wait-related anxiety and other service performance indicators.,The results showed that an additional server/chef on weekends decreases the daily average number of anxious customers by nearly 33% and increases the daily average number of customers served by nearly 3% and has a little positive effect of decreasing customer losses. Table insertion for high- and low-requested seating areas had an only positive effect on decreasing customer losses.,In this study, the service capacity is dependent on waiting time, and it is addressed to study the relationship with customers' wait-related anxiety, which is a subjective metric. This study developed a point of view for identifying anxious customers whose waiting times are much longer than their cooking and delivery duration expectations regarding their meal preferences in the cooking stage and waiting experiences in the service entry.

中文翻译：

---

管理餐厅顾客等待时间的模拟模型：场景及其他

本文的目的是调查关于服务器/厨师和桌子数量的容量决策对确定与等待相关的焦虑客户、客户流失和服务的客户数量变化的影响，以满足实际的等待时间标准。高档餐厅。,作者应用模拟模型来呈现基于等待时间标准的餐厅容量决策的后果。罗克韦尔自动化授权的 Arena Simulation 软件用于建模和识别餐厅提供的数据集的分布。为一家现有 5 台服务员/厨师和 50 张餐桌的高档餐厅设计了一项实验，通过更改这些资源来衡量客户与等待相关的焦虑和其他服务绩效指标的变化。结果表明，周末增加一名服务员/厨师，日均焦虑客户数量减少近33%，日均服务客户数量增加近3%，对减少客户流失有一点积极作用。高要求和低要求座位区的餐桌插入对减少客户流失只有积极作用。,在本研究中，服务能力取决于等待时间，旨在研究与客户等待相关焦虑的关系，这是一个主观指标。这项研究开发了一种观点，用于识别等待时间远长于他们在烹饪阶段的膳食偏好和服务入口的等待体验方面的烹饪和交付时间预期的焦虑客户。