Queue management: Elimination, expectation, and enhancement
Business Horizons, pp. 671-678, 2018.
Queues in a service process represent an unmet customer need and can detract from the value an organization provides. In this article, we present a framework based on three principles for managing customer queues to reduce the discomfort experienced while waiting: (1) eliminate or reduce the wait through process enhancements, (2) manage e...More
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