Kokkinou, Alinda; Cranage, David A. - In: International Journal of Contemporary Hospitality Management 27 (2015) 6, pp. 1181-1197
Purpose – The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between … the most control over waiting lines and flexibility in expanding capacity, either by adding service employees or by adding … provides guidance on how service providers can design their service to take advantage of the motivating effect of waiting lines …