The Psychology of Waiting Lines

David H. Maister

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Customer Service Quality and Loyalty Advanced Queuing Theory Analysis Emotional Labor in Professions

Abstract

The truth of this assertion cannot be denied: there can be few consumers of services in a modern society who have not felt, at one time or another, each of the emotions identified by Federal Express' copywriters. What is more, each of us who can recall such experiences can also attest to the fact that the waiting-line experience in a service facility significantly affects our overall perceptions of the quality of service provided.

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