Kostami, Vasiliki; Ward, Amy R. - In: Manufacturing & Service Operations Management 11 (2009) 4, pp. 644-656
Many service providers offer customers the choice of either waiting in a line or going offline and returning at a dynamically determined future time. The best-known example is the FASTPASS<sup>®</sup> system at Disneyland. To operate such a system, the service provider must make an upfront decision on how...
