Motivated by the waiting lines between the U.S.-Canadian border crossings, we investigate a security-check system with both security and customer service goals. In such a system, every customer has to be inspected by the first-stage inspector, but only a proportion of customers need to go...

This paper analyzes a waiting line system that is motivated by the operations of border-crossing stations between the United States and Canada. There are two main conflicting goals in such a system: high security level, which often leads to a longer line; and good customer service, which requires...

Information about delays can enhance service quality in many industries. Delay information can take many forms, with different degrees of precision. Different levels of information have different effects on customers and therefore on the overall system. To explore these effects, we consider a...