在現今資訊爆炸的時代，哪裡好吃、哪裡好玩都極容易造成民眾一窩蜂的排隊現象，越來越方便的社會，無論是各樣服務或是交通，也讓購買服務成為常見的需求，當需求量超過供給時，排隊現象也成了司空見慣的事情。排隊對消費者來說固然累人，對服務或商品的提供者而言卻是好現象，代表了高客流量及生意，也同時帶來免費的宣傳和口碑。然而，除了資訊爆炸、服務方便之外，現今也是一個強調體驗經濟的時代，當令人不愉悅的排隊體驗發生，那麼所有排隊帶來的利益便會逐漸被削弱，終至不見。特別是在旅遊服務的規劃中，排隊的過程更需要被考量並設計在整體的體驗規劃當中，如此一來，可以避免因為一開始的不順利造成的不滿情緒，在後續遊程中發酵，提高旅遊服務的品質，也可以為旅遊服務帶來好口碑，畢竟旅遊應該是件快樂的事，任誰都不想有負面的體驗。
排隊是否有不同種類，改善的策略又該如何擬定？本研究以深度訪談蒐集20分鐘以上的排隊經驗，以動機、排隊者的感受及服務提供者是否提供排隊相關措施，將現行的排隊狀況做分類，研究顯示在各分類中的案例確實可能因為提供服務提供者採取其他排隊措施而改變排隊的感受，研究並藉由服務提供者的屬性為之加以分類，從案例中歸類出排隊措施的策略，並以屬性加以分析各項策略的效益。

When the information spread gets more easily and faster nowadays, the famous shops, scenic spots, products, all kinds of goods or service may become a night burst hot issue. The queue, or say, waiting line, therefore had become an ordinary scene. To wait in a line is a tiring task to customers, the queuers. However, the shops, or service providers, are love to see the queue in front of their business. It somehow represent as a popular one, the good reputation or a great desire of the service they provide. It’s also the best and free advertisement for the business owner. But this is also an era of experience economic; people would also put their focus on the experience they acquired from the process. When unpleasant queuing experiences keep happened, it may weaken the competitiveness of the service and finally lose its market since no one like to have a negative feel when they pay for goods or services. In tourism domain, the feelings in the queue need to be care more since there is always a crowd of people at a same area. To take care about the process of queuing also can avoid many trouble since a guest with negative emotion is easily to be picky and spread the negative atmosphere around.
Therefore, this research conducted in-depth interviews to understand what people feel and the situation when they are in a queue over 20 minutes. And exploring the relationship between different proposition of a service and the possible strategies for queuing experience improvement.

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