The interplay between organizational structure, the decisions made by agents within the structure, and the technology supporting those agents is an important and complex, but not well understood, phenomenon in modern organizational studies. In this paper we describe how simulating key aspects of...

This study considers whether consumers' motives to avoid waiting can be used to benefit both themselves and the services they attend. Specifically, two related aspects are explored: informing customers about alternative service delivery options that will allow them to avoid physically standing...

Clients of services expect short waiting times and servers desire short periods of non-productive time. One of the areas where this is most important is appointment scheduling systems. Recent research has indicated that using information about clients' service time variability can simultaneously...