When a person looking for service happens to observe the queue is quite long, and decides not to join the queue at all, this is called:
The correct answer and explanation is:
Correct Answer:
This behavior is called “Reneging” or more precisely “Balking”.
Explanation:
When a person arrives at a service point and observes a long queue, then decides not to join the queue at all, this is known as balking. Balking occurs before the person even enters the queue or system.
In the context of queuing theory and service management, there are several important terms related to customer behavior in queues:
- Balking: When a potential customer sees the queue length or waiting time and decides not to enter the queue at all. For example, if you walk into a coffee shop, see a long line, and leave without ordering, you are balking.
- Reneging: This is when a customer joins the queue, but then becomes impatient and leaves before getting served. For example, if you wait in line but leave because the wait is too long, you are reneging.
- Jockeying: When a customer switches from one queue to another hoping to get served faster.
The concept of balking is important for businesses to understand because it directly impacts customer loss and revenue. If the queue is too long or the wait times are perceived as excessive, customers may balk and seek service elsewhere, resulting in lost business opportunities.
Why does balking happen?
- Perceived waiting time: When a customer judges the wait to be too long or inconvenient.
- Value of service: If the expected benefit from the service is less than the cost (time and effort), they may not wait.
- Customer patience level: Some customers have low tolerance for delays.
- Alternatives: Availability of alternative service providers.
Impact of balking:
High balking rates may indicate inefficient service or insufficient capacity, prompting businesses to improve service speed, add more servers, or manage customer expectations. Queuing models often factor in balking to more accurately predict system performance and customer satisfaction.
In summary, the act of seeing a long queue and choosing not to join it is called balking, a common phenomenon studied in queuing theory to help improve service design and customer experience.