Allon, Gad; Hanany, Eran - In: Management Science 58 (2012) 3, pp. 493-506
Although the norm in many retail banks is to serve customers on a first-come, first-served basis, some customers try to cut the line, usually by providing an excuse for their urgency. In other queues, however, this behavior is considered unacceptable and is aggressively banned. In all of these...