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MB4 - BO2: Behavior in queues
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Presentations | ||
Evaluating experienced and prospective queues: a behavioral investigation University of Pittsburgh, United States of America How the cost of completing a queue varies with (i) the experience of wait and (ii) the characteristics of the queue are not well understood. In this study, we use the incentive-compatible BDM mechanism to experimentally address these questions. We find that when service speed is slow, experienced wait increases (decreases) the completion cost of impatient (patient) subjects. Also, the length and speed of a queue affect completion costs, but not proportional to their effects on total waiting time Social queues (cues) Georgetown University MSB, United States of America Through a series of experiments, we show that when others are waiting in line, customers accelerate their own service time, sacrificing their own consumption utility. This behavior is driven by concern for others. We show that the negative effect of others queueing on one’s own service time is moderated by the participants' self-wait and visibility between customers in service and those waiting in line. Queue configurations and servers’ customer orientation: An experimental investigation 1The Wharton School, University of Pennsylvania, USA; 2Stern School of Business, New York University, USA; 3INSEAD, France Contrary to traditional queueing theory, recent field studies in health care and call centers indicate that pooling queues may not lead to operational efficiencies relative to dedicated queues. We use a series of experiments to examine the conditions under which this may be the case and to test servers' customer orientation as a behavioral mechanism that may explain why. We also examine whether higher levels of customer orientation and performance persist across changes in queue configuration. |