Chen, Rachel R.; Gerstner, Eitan; Yinghui (Catherine) Yang - In: Marketing Science 28 (2009) 3, pp. 599-608
Many services are delivered to a (large) number of customers simultaneously within a confined zone (e.g., restaurants, resorts, trains, and airplanes). Under unexpected high demand, customers experience discomfort from two major sources: (a) the that arises when too many customers (i.e.,...