We consider client experience on projects. The topic of customer experience is receiving a lot of interest in marketing. It is believed that vendors that manage customer experience achieve better results than those who do not. All the work to date has been done in retail. We consider the nature...

Contrary to traditional queueing theory, recent field studies in health care and call centers indicate that pooling queues may not lead to operational efficiencies relative to dedicated queues. We use a series of three experiments to examine the conditions under which this may be the case and to...

In a laboratory experiment, we compare two auction mechanisms that determine the sequence of service to queued customers. In the server-initiated auction, the server, when idle, sells the right to be served next to the highest bidding customer in the queue and distributes the proceeds among the...

We study the role of heuristic versus deliberative processing in intertemporal choice. Using studies in the Democratic Republic of Congo and an online labor market, we show that waiting periods - designed to prompt deliberation by temporally separating news about choice sets from choices...

This paper investigates the relationship between waiting time and subsequent purchase decisions. The prior literature assumes that purchase decisions are independent from the waiting time. In contrast, we find that when people spend a longer time waiting in a line, they tend to consume more. We...