Fat Angelo’s Italian Restaurants: Managing the Customer Waiting Experience

Case Solution

Ronald Lau, Joseph Santana Fernandez
The Hong Kong University of Science and Technology ()

Fat Angelos was an established and well-known family-style Italian restaurant chain in Hong Kong. However, its popularity brought challenges. A daily example was the queues that restaurants found during their peak hours for dinner. Long wait times led to dissatisfied or even lost customers. On the other hand, restaurants were not fully utilized during off-peak hours, leading to a drop in sales. To attract additional customers outside of peak hours, the company considered several measures, including early booking discounts and a new advertising opportunity with online coupon company Groupon.

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