Chuo, Hsin-You; Heywood, John L. - In: Advances in hospitality and leisure, 2014, (pp. 57-73). 2014
Since waiting in a queue may induce both negative and positive effects on customers’ quality perceptions of which the queue is formed, an optimal queuing wait which is long enough but not too long to have positive effects on the pursued service is critical for successful queuing management....
