Does it pay to reduce your customers’ wait? An empirical industrial organization study of the fast-food drive-thru industry based on structural estimation methods


In many service industries, companies compete with each other on the basis of the waiting time their customers’ experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct, what we believe to be the first, empirical study of an important industry to test whether and to what… (More)


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