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Priority queues: Where social justice and equity collide

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  • Alexander, Matthew
  • MacLaren, Andrew
  • O’Gorman, Kevin
  • White, Christopher

Abstract

Multilevel queues have become a common feature in service sector contexts, examples include ‘guest lists’ at night clubs and ‘priority boarding’ in air travel. This paper explores multilevel queueing systems within the context of theme parks, specifically their effects on consumers. Previous studies have focussed on single line systems and multilevel queues remain under-researched. By applying social justice and equity theory, the paper uses a mixed methods approach with site visits to theme parks followed up by two factorial experiments. The analytical contribution of the paper is its application of theoretically underpinned queueing research. The empirical gap addressed is multilevel queueing systems. The overall contribution of the paper offers new theory identifying tensions that exist between consumers in different queueing levels. If social justice is achieved for one group then it will create inequity for another; if equity is achieved then it will create injustice.

Suggested Citation

  • Alexander, Matthew & MacLaren, Andrew & O’Gorman, Kevin & White, Christopher, 2012. "Priority queues: Where social justice and equity collide," Tourism Management, Elsevier, vol. 33(4), pages 875-884.
    • Handle: RePEc:eee:touman:v:33:y:2012:i:4:p:875-884
    DOI: 10.1016/j.tourman.2011.09.009
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    References listed on IDEAS

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    Cited by:

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    2. Fotiadis, Anestis K., 2016. "Modifying and applying time and cost blocks: The case of E-Da theme park, Kaohsiung, Taiwan," Tourism Management, Elsevier, vol. 54(C), pages 34-42.
    3. Chiambaretto, Paul, 2021. "Air passengers’ willingness to pay for ancillary services on long-haul flights," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 147(C).
    4. Tomasz Korol & Anestis Fotiadis, 2016. "Applying Fuzzy Logic of Expert Knowledge for Accurate Predictive Algorithms of Customer Traffic Flows in Theme Parks," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(06), pages 1451-1468, November.
    5. Ryan, Gerard & Hernández-Maskivker, Gilda-María & Valverde, Mireia & Pàmies-Pallisé, Maria-del-Mar, 2018. "Challenging conventional wisdom: Positive waiting," Tourism Management, Elsevier, vol. 64(C), pages 64-72.
    6. Xu Yong & Liu Jian & Ma Baomei & Zhang Shuai, 2018. "Service Mechanism and Pricing Based on Fairness Preference of Customers in Queuing System," Journal of Systems Science and Information, De Gruyter, vol. 6(6), pages 481-494, December.
    7. Liu, Jian & Chen, Jian & Bo, Rui & Meng, Fanlin & Xu, Yong & Li, Peng, 2023. "Increases or discounts: Price strategies based on customers’ patience times," European Journal of Operational Research, Elsevier, vol. 305(2), pages 722-737.
    8. Christou, P. & Hadjielias, E. & Farmaki, A., 2019. "Reconnaissance of philanthropy," Annals of Tourism Research, Elsevier, vol. 78(C), pages 1-1.

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