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Delay Information in Virtual Queues: A Large-Scale Field Experiment on a Major Ride-Sharing Platform
16 references·4 citing·44 second hop
Delay Information in Virtual Queues: A Large-Scale Field Experiment on a Major Ride-Sharing Platform (2022)Delay Information in Virtual Queues: A La…Sharing Delay Information in Service Systems: A Literature Survey (2017)Sharing Delay Information in …Efficient Ignorance: Information Heterogeneity in a Queue (2017)Efficient Ignorance: Informat…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…How Do Delay Announcements Shape Customer Behavior? An Empirical Study (2016)How Do Delay Announcements Sh…Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department (2015)Waiting Patiently: An Empiric…Measuring the Effect of Queues on Customer Purchases (2013)Measuring the Effect of Queue…The Labor Illusion: How Operational Transparency Increases Perceived Value (2011)The Labor Illusion: How Opera…“We Will Be Right with You”: Managing Customer Expectations with Vague Promises and Cheap Talk (2011)“We Will Be Right with You”: …The Impact of Delay Announcements in Many-Server Queues with Abandonment (2008)The Impact of Delay Announcem…Numbers or apologies? Customer reactions to telephone waiting time fillers. (2007)Numbers or apologies? Custome…Analysis and Comparison of Queues with Different Levels of Delay Information (2007)Analysis and Comparison of Qu…The Impact of Waiting Time Guarantees on Customers' Waiting Experiences (1997)The Impact of Waiting Time Gu…What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation (1996)What to Tell Consumers in Wai…OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing (1987)OR Forum—Perspectives on Queu…Consumer Information in Markets with Random Product Quality: The Case of Queues and Balking (1986)Consumer Information in Marke…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect Theory: An Analysis …Beyond Averages: How Do Customers Respond to Wait Time Distributions? (2024)Beyond Averages: How Do Custo…Field experiments in operations management (2023)Field experiments in operatio…Restaurant analytics: Emerging practice and research opportunities (2022)Restaurant analytics: Emergin…Sooner or Later? Promising Delivery Speed in Online Retail (2020)Sooner or Later? Promising De…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Decisions with Multiple Objectives: Preferences and Value Tradeoffs. (1994)How tolerable is delay?: Consumers’ evaluations of internet web sites after waiting (1999)Marketing management: analysis. planning. implementation and control (2000)Consumer Perception and Evaluation of Waiting Time: A Field Experiment (2002)A perceptual mapping of online travel agencies and preference attributes (2006)An approach to environmental psychology (1974)Understanding Attitudes and Predicting Social Behavior (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)The impact of music on consumers' reactions to waiting for services (1997)Measurement of tourist satisfaction with restaurant services: A segment-based approach (2003)Behavior in operations management: Assessing recent findings and revisiting old assumptions (2006)Econometric Analysis of Cross Section and Panel Data (2001)Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems (2003)Control of Patient Flow in Emergency Departments, or Multiclass Queues with Deadlines and Feedback (2015)Load effect on service times (2018)Worth the wait? How restaurant waiting time influences customer behavior and revenue (2018)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Measuring Service Quality: A Reexamination and Extension (1992)Creating Reciprocal Value Through Operational Transparency (2014)Why Am I Seeing This Ad? The Effect of Ad Transparency on Ad Effectiveness (2018)Reducing Discrimination with Reviews in the Sharing Economy: Evidence from Field Experiments on Airbnb (2019)The Regulation of Queue Size by Levying Tolls (1969)Stochastic Modeling and the Theory of Queues (1989)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Commitment-Trust Theory of Relationship Marketing (1994)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Designing conceptual articles: four approaches (2020)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)A Logit Model of Brand Choice Calibrated on Scanner Data (1983)Discrete Choice Methods with Simulation (2001)Discrete Choice Methods with Simulation (2003)Competition-Based Dynamic Pricing in Online Retailing: A Methodology Validated with Field Experiments (2017)Forecasting sales in the supply chain: Consumer analytics in the big data era (2018)Behavioral Operations: Past, Present, and Future (2019)Signaling Quality via Queues (2011)Waiting for Service: The Relationship between Delays and Evaluations of Service (1994)Consumer Value: A Framework for Analysis and Research (1999)Understanding Service Convenience (2002)The Framing of Decisions and the Psychology of Choice (1981)Advances in prospect theory: Cumulative representation of uncertainty (1992)Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance (2007)
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References

  • 1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 1996What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation470 cited
  • 1987OR Forum—Perspectives on Queues: Social Justice and the Psychology of Queueing460 cited
  • 2007Analysis and Comparison of Queues with Different Levels of Delay Information261 cited
  • 2011The Labor Illusion: How Operational Transparency Increases Perceived Value256 cited
  • 1997The Impact of Waiting Time Guarantees on Customers' Waiting Experiences240 cited
  • 2013Measuring the Effect of Queues on Customer Purchases201 cited
  • 1986Consumer Information in Markets with Random Product Quality: The Case of Queues and Balking196 cited
  • 2015Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department189 cited
  • 2008The Impact of Delay Announcements in Many-Server Queues with Abandonment163 cited
  • 2011“We Will Be Right with You”: Managing Customer Expectations with Vague Promises and Cheap Talk155 cited
  • 2016How Do Delay Announcements Shape Customer Behavior? An Empirical Study120 cited
  • 2017Efficient Ignorance: Information Heterogeneity in a Queue120 cited

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  • 2017Sharing Delay Information in Service Systems: A Literature Survey110 cited
  • 2007Numbers or apologies? Customer reactions to telephone waiting time fillers.104 cited
  • Cited by

    • 2022Restaurant analytics: Emerging practice and research opportunities45 cited
    • 2023Field experiments in operations management40 cited
    • 2020Sooner or Later? Promising Delivery Speed in Online Retail36 cited
    • 2024Beyond Averages: How Do Customers Respond to Wait Time Distributions?1 cited