Kim, Hanyeong; Lee, Yun Shin; Park, Kun Soo - In: Administrative Sciences : open access journal 8 (2018) 4/75, pp. 1-15
Many services are provided in the form of self-service. In self-service, customers simultaneously become the sole producer and a consumer of a service. Using a scenario-based experiment, we examine the psychology of queuing for self-service, and how inter-customer interaction affects service...
