Article ID: | iaor20119624 |
Volume: | 57 |
Issue: | 9 |
Start Page Number: | 1564 |
End Page Number: | 1579 |
Publication Date: | Sep 2011 |
Journal: | Management Science |
Authors: | Buell Ryan W, Norton Michael I |
Keywords: | management, simulation: applications, queues: theory |
Aubiquitous feature of even the fastest self‐service technology transactions is the wait. Conventional wisdom and operations theory suggest that the longer people wait, the less satisfied they become; we demonstrate that because of what we term the