Clients of services expect short waiting times and servers desire short periods of non-productive time. One of the areas where this is most important is appointment scheduling systems. Recent research has indicated that using information about clients' service time variability can simultaneously...

This study considers whether consumers' motives to avoid waiting can be used to benefit both themselves and the services they attend. Specifically, two related aspects are explored: informing customers about alternative service delivery options that will allow them to avoid physically standing...