The Psychology of Queuing for Self-Service: Reciprocity and Social Pressure
Many services are provided in the form of self-service. In self-service, customers simultaneously become the sole producer and a consumer of a service. Using a scenario-based experiment, we examine the psychology of queuing for self-service, and how inter-customer interaction affects service operati...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2018-11-01
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| Series: | Administrative Sciences |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2076-3387/8/4/75 |