Zhao, Xiaofeng; Hou, Jianrong; Gilbert, Kenneth C. - In: Management decision : MD 52 (2014) 2, pp. 296-312
Purpose: Waiting lines and delays have become commonplace in service operations. As a result, customer waiting time guarantee is a widely used competition strategy in service industries. To implement waiting time guarantee strategy, managers need to not only know the average of waiting time, but...
