Tu, Rungting; Feng, Wenting; Lin, Cheryl; Tu, Pikuei - In: Journal of Service Theory and Practice 28 (2018) 5, pp. 661-681
Purpose: Companies work hard to reduce queue lengths due to the common belief that queues in general are undesirable. Extant literature mainly has focused on the negative consequences of queues and overlooked the potential positive effects. The purpose of this paper is to address the benefits...