Veeraraghavan, Senthil; Debo, Laurens - In: Manufacturing & Service Operations Management 11 (2009) 4, pp. 543-562
focus on both factors when customers' waiting costs are negligible. This allows us to understand how information … externalities due to congestion impact customers' service choice behavior. In our model, based on private information about both the … longer queue when only one additional customer is present in the longer queue. We find that, due to the information …