Perceived justice and control of priority lines

In this chapter, we discuss the concepts of social norms, perceived justice, and perceived control as they apply to waiting line policies, specifically in the practice of priority-line systems. We also present an illustrative priority-line example in which we apply principles of perceived justice and control to discuss findings related to perceptions of fairness and satisfaction. The chapter concludes by reviewing issues relevant to priority-line practice. We emphasize the need for future research on perceived justice and control to advance our understanding of how the management of priority lines influence customers' perceptions of service systems.