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Humans Are Not Machines: The Behavioral Impact of Queueing Design on Service Time

Author

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  • Masha Shunko

    (Foster School of Business, University of Washington, Seattle, Washington 98027)

  • Julie Niederhoff

    (Whitman School of Management, Syracuse University, Syracuse, New York 13244)

  • Yaroslav Rosokha

    (Krannert School of Management, Purdue University, West Lafayette, Indiana 47907)

Abstract

Using behavioral experiments, we study the impact of queue design on worker productivity in service systems that involve human servers. Specifically, we consider two queue design features: queue structure , which can be either parallel queues (multiple queues with a dedicated server per queue) or a single queue (a pooled queue served by multiple servers), and queue-length visibility , which can provide either full or blocked visibility. We find that (1) the single-queue structure slows down the servers, illustrating a drawback of pooling, and (2) poor visibility of the queue length slows down the servers; however, this effect may be mitigated, or even reversed, by pay schemes that incentivize the servers for fast performance. We provide additional managerial insights by isolating two behavioral drivers behind these results—task interdependence and saliency of feedback.

Suggested Citation

  • Masha Shunko & Julie Niederhoff & Yaroslav Rosokha, 2018. "Humans Are Not Machines: The Behavioral Impact of Queueing Design on Service Time," Management Science, INFORMS, vol. 64(1), pages 453-473, January.
    • Handle: RePEc:inm:ormnsc:v:64:y:2018:i:1:p:453-473
    DOI: 10.1287/mnsc.2016.2610
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    References listed on IDEAS

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    Cited by:

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    2. Dongyuan Zhan & Amy R. Ward, 2019. "Staffing, Routing, and Payment to Trade off Speed and Quality in Large Service Systems," Operations Research, INFORMS, vol. 67(6), pages 1738-1751, November.
    3. Nur Sunar & Yichen Tu & Serhan Ziya, 2021. "Pooled vs. Dedicated Queues when Customers Are Delay-Sensitive," Management Science, INFORMS, vol. 67(6), pages 3785-3802, June.
    4. Jose A. Guajardo & Morris A. Cohen, 2018. "Service Differentiation and Operating Segments: A Framework and an Application to After-Sales Services," Manufacturing & Service Operations Management, INFORMS, vol. 20(3), pages 440-454, July.
    5. XiaoLi Zhang & Jelle de Vries & René de Koster & ChenGuang Liu, 2022. "Fast and Faultless? Quantity and Quality Feedback in Order Picking," Production and Operations Management, Production and Operations Management Society, vol. 31(4), pages 1536-1559, April.
    6. Wenhui Zhou & Dongmei Wang & Weixiang Huang & Pengfei Guo, 2021. "To Pool or Not to Pool? The Effect of Loss Aversion on Queue Configurations," Production and Operations Management, Production and Operations Management Society, vol. 30(11), pages 4258-4272, November.
    7. Jingqi Wang & Yong-Pin Zhou, 2018. "Impact of Queue Configuration on Service Time: Evidence from a Supermarket," Management Science, INFORMS, vol. 64(7), pages 3055-3075, July.
    8. Drichoutis, Andreas C. & Grimm, Veronika & Karakostas, Alexandros, 2020. "Bribing to Queue-Jump: An experiment on cultural differences in bribing attitudes among Greeks and Germans," MPRA Paper 102775, University Library of Munich, Germany.
    9. Fabian Schéele & Darek M. Haftor & Natallia Pashkevich, 2022. "Predicting delays in service operations," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 211-226, June.
    10. Chen, Chien-Ming & Chuang, Howard Hao-Chun, 2023. "Time to shift the shift: Performance effects of within-day cumulative service encounters in retail stores," Omega, Elsevier, vol. 119(C).
    11. Vivek Choudhary & Masha Shunko & Serguei Netessine & Seongjoon Koo, 2022. "Nudging Drivers to Safety: Evidence from a Field Experiment," Management Science, INFORMS, vol. 68(6), pages 4196-4214, June.
    12. Delasay, Mohammad & Ingolfsson, Armann & Kolfal, Bora & Schultz, Kenneth, 2019. "Load effect on service times," European Journal of Operational Research, Elsevier, vol. 279(3), pages 673-686.
    13. Mor Armony & Guillaume Roels & Hummy Song, 2021. "Pooling Queues with Strategic Servers: The Effects of Customer Ownership," Operations Research, INFORMS, vol. 69(1), pages 13-29, January.
    14. Matthias Thürer & Mark Stevenson & James Aitken & Cristovao Silva, 2020. "State-dependent service rates in make-to-order shops: an assessment by simulation," Operations Management Research, Springer, vol. 13(1), pages 70-84, June.
    15. Sezer Ülkü & Chris Hydock & Shiliang Cui, 2020. "Making the Wait Worthwhile: Experiments on the Effect of Queueing on Consumption," Management Science, INFORMS, vol. 66(3), pages 1149-1171, March.
    16. Ahmad M. Ashkanani & Benjamin B. Dunford & Kevin J. Mumford, 2022. "Impact of Motivation and Workload on Service Time Components: An Empirical Analysis of Call Center Operations," Management Science, INFORMS, vol. 68(9), pages 6697-6715, September.
    17. Sigrún Andradóttir & Hayriye Ayhan & Douglas G. Down, 2022. "Synchronous resource allocation: modeling, capacity, and optimization," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 44(4), pages 1287-1310, December.

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