Which type of line do guests generally prefer according to the studied concepts?

Guests typically prefer a multi-channel, single phase line because it allows them to have more options for engaging with service providers or accessing services, while still maintaining simplicity in the process. This format enables guests to choose from various channels (such as in-person, mobile app, or website) for their service, which can enhance flexibility and convenience. A single phase means that the service occurs in one straightforward step, reducing complexity and wait times, thus leading to a more efficient experience.

This preference translates into a positive perception of the guest service experience, as it minimizes frustration and maximizes satisfaction. Guests appreciate having choices without the added complications that can arise from more complex processes or multiple phases, which can introduce uncertainty and delays.

The other options introduce elements that may complicate the guest experience—such as multi-phase processes that could lead to longer waits or increased confusion. Thus, while each type of line has its advantages, the combination of providing multiple channels in a single phase is most aligned with guest preferences for efficiency and straightforwardness.