Many services are provided in the form of self-service. In self-service, customers simultaneously become the sole producer and a consumer of a service. Using a scenario-based experiment, we examine the psychology of queuing for self-service, and how inter-customer interaction affects service...

Many services are provided in the form of self-service. In self-service, customers simultaneously become the sole producer and a consumer of a service. Using a scenario-based experiment, we examine the psychology of queuing for self-service, and how inter-customer interaction affects service...

Purpose: Forecasting processes in organizational settings largely rely on human judgment, which makes it important to examine ways to improve the accuracy of these judgmental forecasts. The purpose of this paper is to test the effect of providing relative performance feedback on judgmental...