1.

Excess Demand
2. – guarantee
3. Waiting line
4. – station
5. – sequence
6. Excess Capacity
7. Schedule downtime during periods of low Demand
8. – problem
9. Anxiety makes wait seem longer
10. – categories
1. Pleasure
2. Ambient conditions
3. Music
4. Spatial layout
5. Service environments
6. Color
7. – bloodstream
8. Mehrabian-Russel Stimulus Response model
9. Functionality
10. Message creating medium

1. – discrepancy
2. Loyalty
3. Zone of Indifference
4. Terrorists
5. Customization Bonds
6. –goodwill
7. – promoting
8. –Fairness
9. – future
10. – attribute