"Jeff took a deep breath to calm down. He was about to stand in front of the employees of the Happy Face Toy Company's faltering Cleveland factory. As the new CEO, he'd been advised to close this factory as soon as possible, but he wanted to see it first. "How hard could this be?" he wondered,...

Recent studies have shown that the processing speed of employees in service-based queueing systems is impacted by various behavioral factors. Limited analytical work, however, has been done to investigate how these behavioral factors affect the overall performance of different queueing system...

It is widely accepted that multi-server single-queue (SQ) systems outperform multi-server parallel-queue (PQ) systems due to the pooling effect. However, humans are not machines, and the assumption that servers perform identically regardless of the queueing system, is not necessarily true in...