Humans Are Not Machines: The Behavioral Impact of Queueing Design on Service Time

Masha Shunko
Corresponding Author
Masha Shunko
[email protected]
Foster School of Business, University of Washington, Seattle, Washington 98027
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,
Julie Niederhoff
Julie Niederhoff
[email protected]
Whitman School of Management, Syracuse University, Syracuse, New York 13244
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,
Yaroslav Rosokha
Yaroslav Rosokha
[email protected]
Krannert School of Management, Purdue University, West Lafayette, Indiana 47907
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Masha Shunko

Corresponding Author

Masha Shunko

[email protected]

Foster School of Business, University of Washington, Seattle, Washington 98027

Search for more papers by this author

Julie Niederhoff

[email protected]

Whitman School of Management, Syracuse University, Syracuse, New York 13244

Search for more papers by this author

Yaroslav Rosokha

[email protected]

Krannert School of Management, Purdue University, West Lafayette, Indiana 47907

Search for more papers by this author

Published Online:10 Feb 2017https://doi.org/10.1287/mnsc.2016.2610

Supplemental Material

mnsc.2016.2610-sm-data.zip (538 KB)

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Volume 64, Issue 1

January 2018

Pages 1-493

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Received:July 28, 2014
Accepted:May 22, 2016
Published Online:February 10, 2017

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Masha Shunko, Julie Niederhoff, Yaroslav Rosokha (2017) Humans Are Not Machines: The Behavioral Impact of Queueing Design on Service Time. Management Science 64(1):453-473.

https://doi.org/10.1287/mnsc.2016.2610

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