Recent studies have shown that the processing speed of employees in service-based queueing systems is impacted by various behavioral factors. Limited analytical work, however, has been done to investigate how these behavioral factors affect the overall performance of different queueing system...

It is widely accepted that multi-server single-queue (SQ) systems outperform multi-server parallel-queue (PQ) systems due to the pooling effect. However, humans are not machines, and the assumption that servers perform identically regardless of the queueing system, is not necessarily true in...