Waiting lines and self-service
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Waiting lines and self-service book
This chapter is divided into four major sections. The first section investigates perceived waiting time research related to psychology and consumer behaviours. The second section examines the possible relationship between waiting time, service quality, and customer satisfaction. The third section explores the ways of managing waiting time management by using psychology, operations research, and management science. Finally, the fourth section discusses the introduction of technology in self-service and customer reactions.