In Chapter 13 of the 6th edition of Services marketing the author discusses strategies for matching capacity and demand through strategies like, shifting demand to match capacity, offering incentives for nonpeak usage, reduce demand during peak times, adjusting use of resources and many others. A good example might be the waiting line at a bank, grocery store, retail store, or check-in at a hotel, during peak demand.
These organizations are dealing with waiting lines during peak demand. The author offers waiting line strategies for when demand and capacity cannot be matched. There are several solutions we can use. On page 400 , figure13.4 demonstrates 3 waiting line configurations. (1) Use this figure to determine which configuration would work best in a bank, grocery store, check-in at a hotel and explain why. (2) List and explain how to differentiate waiting customers.