Davis, Mark M.; Heineke, Janelle - In: International Journal of Operations & Production Management 14 (1994) 5, pp. 21-34
Queuing, a familiar element of most service delivery systems, has the potential for significantly affecting the … different queuing configurations has been previously addressed, as have the issues of managing customers′ expectations and … perceptions regarding their queuing experiences. This earlier research has identified several factors which can affect a customer …