Queue management: Elimination, expectation, and enhancement

Elliott N. Weiss and Chad Tucker

Business Horizons, 2018, vol. 61, issue 5, 671-678

Abstract: 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 expectations through timely and relevant communication with one’s customers, and (3) enhance the waiting experience. We provide examples of historical and recent innovations along all three dimensions in multiple situations and suggest practical approaches for managers to add additional value to customers while they wait.

Keywords: Service operations management; Queueing theory; Queue management; Managing expectations (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:eee:bushor:v:61:y:2018:i:5:p:671-678

DOI: 10.1016/j.bushor.2018.05.002

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