Line, line, everywhere a line: Cultural considerations for waiting-line managers

Graham Gillam, Kyle Simmons, Donald Stevenson and Elliott Weiss

Business Horizons, 2014, vol. 57, issue 4, 533-539

Abstract: Given the trend of increasing business globalization, management teams of multinational companies have taken steps to better understand consumers, local business partners, and local governments. Local queueing preferences present managers with additional challenges and opportunities in international markets. The world may be ‘flat,’ but it is foolish to believe that all cultures perceive lines and waiting through the same lens. As discussed herein, perceptions regarding waiting and management of queues vary greatly; therefore, managers should adopt different policies and procedures when managing waiting lines across natural and cultural borders. Considering queue management in a global context offers benefits. Thinking globally—and acting locally—can prioritize and clarify important decisions any waiting-line manager has to make.

Keywords: Queues; Waiting; Line management; Global business; Cultural considerations; Customer service (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:eee:bushor:v:57:y:2014:i:4:p:533-539

DOI: 10.1016/j.bushor.2014.03.004

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