1. At the airport, there are separate check-in lines for regular passengers and premium passengers. You overhear a regular passenger grumbling because there is one agent serving his line (which is quite long) and two agents serving the premium line, which only has a handful of passengers in it. What does this illustrate?
The difficulty of maintaining motivating in the middle of a complex task
Virtual progress
Social injustice
Customers who are in the system sooner are more dedicated to the end task
2. It is better to design a queue that provides customers with frequent feedback about their progress through the line.
True
False
3. Please organize your analysis on the case in terms of three aspects:
1) Define the problem;
2) Identify causes of the problem;
3) Make recommendations for solving the problem.
From the perspective of Organization Behavior.