Benefits of providing amenities to impatient waiting customers


This paper proposes an OR modelling approach to study the e ect of managing queue reneging by providing amenities to improve customers’ queueing experience. We evaluate quantitatively the changes in the servers’ utilization and customers’ satisfaction when the size and quality of the amenities are varied. We nd that when the size of the amenities is… (More)
DOI: 10.1016/S0305-0548(02)00142-9

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