OR Forum - Perspectives on Queues: Social Justice and the Psychology of Queueing

@article{Larson1987ORF,
  title={OR Forum - Perspectives on Queues: Social Justice and the Psychology of Queueing},
  author={Richard C. Larson},
  journal={Oper. Res.},
  year={1987},
  volume={35},
  pages={895-905}
}
Queues involve waiting, to be sure, but one's attitudes toward queues may be influenced more strongly by other factors. For instance, customers may become infuriated if they experience social injustice, defined as violation of first in, first out. Queueing environment and feedback regarding the likely magnitude of the delay can also influence customer attitudes and ultimately, in many instances, a firm's market share. Even if we focus on the wait itself, the “outcome” of the queueing experience… 

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