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Queue management: Elimination, expectation, and enhancement

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  • Weiss, Elliott N.
  • Tucker, Chad

Abstract

Queues in a service process represent an unmet customer need and can detract from the value an organization provides. In this article, we present a framework based on three principles for managing customer queues to reduce the discomfort experienced while waiting: (1) eliminate or reduce the wait through process enhancements, (2) manage expectations through timely and relevant communication with one’s customers, and (3) enhance the waiting experience. We provide examples of historical and recent innovations along all three dimensions in multiple situations and suggest practical approaches for managers to add additional value to customers while they wait.

Suggested Citation

  • Weiss, Elliott N. & Tucker, Chad, 2018. "Queue management: Elimination, expectation, and enhancement," Business Horizons, Elsevier, vol. 61(5), pages 671-678.
    • Handle: RePEc:eee:bushor:v:61:y:2018:i:5:p:671-678
    DOI: 10.1016/j.bushor.2018.05.002
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    References listed on IDEAS

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    1. Massimiliano M. Schiraldi (ed.), 2013. "Operations Management," Books, IntechOpen, number 2722, January-J.
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    Cited by:

    1. Tomasz Antczak & Rafal Weron & Jacek Zabawa, 2020. "Data-driven simulation modeling of the checkout process in supermarkets: Insights for decision support in retail operations," WORking papers in Management Science (WORMS) WORMS/20/16, Department of Operations Research and Business Intelligence, Wroclaw University of Science and Technology.

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