Applying leagility in service operations using queuing theory

Jianrong Hou, Xiaofeng Zhao and Kenneth Gilbert

Journal of Management Analytics, 2025, vol. 12, issue 2, 328-345

Abstract: The leagility strategy has been successfully implemented in manufacturing and supply chain management. However, the literature on how to employ the leagile paradigm in service management is very limited. This paper explores how to employ the leagility paradigm with queuing theory in service operations. The queuing models further the understanding of the variability associated with service operations and provide science-based guidelines for implementing a leagile strategy in service operations. A real-world case study in the fast food restaurant industry illustrates that the leagile approach yields reliable results for designing service operations to match customer demand. The research findings suggest that, given modifications to the leagility principles in the service operations management context, leagility can serve as an efficient tool to create cost-effective service operations and quickly respond to changing marketplace demand.

Date: 2025
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DOI: 10.1080/23270012.2025.2471083

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