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- March 2021
- Article
Last Place Aversion in Queues
By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which...
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- September 2018
- Article
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work-scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks...
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Keywords:
Discretion;
Scheduling;
Queue;
Healthcare;
Learning;
Experience;
Decentralization;
Operations;
Service Operations;
Service Delivery;
Performance;
Performance Effectiveness;
Performance Efficiency;
Performance Improvement;
Performance Productivity;
Decisions;
Time Management;
Cost vs Benefits;
Health Industry
- 2017
- Working Paper
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks...
View Details
Keywords:
Discretion;
Scheduling;
Queue;
Healthcare;
Learning;
Experience;
Decentralization;
Delegation;
Behavioral Operations;
Operations;
Service Operations;
Service Delivery;
Performance;
Performance Effectiveness;
Performance Efficiency;
Performance Improvement;
Performance Productivity;
Decisions;
Time Management;
Cost vs Benefits;
Health Industry
- December 2001 (Revised May 2003)
- Background Note
Queueing Theory
By: V.G. Narayanan and George Batta
Explains the assumptions behind and the insights from a simple queueing model.
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