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Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department

Citations

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  1. Ruomeng Cui & Zhikun Lu & Tianshu Sun & Joseph M. Golden, 2024. "Sooner or Later? Promising Delivery Speed in Online Retail," Manufacturing & Service Operations Management, INFORMS, vol. 26(1), pages 233-251, January.
  2. Guihua Wang, 2022. "The Effect of Medicaid Expansion on Wait Time in the Emergency Department," Management Science, INFORMS, vol. 68(9), pages 6648-6665, September.
  3. Robert J. Batt & Christian Terwiesch, 2017. "Early Task Initiation and Other Load-Adaptive Mechanisms in the Emergency Department," Management Science, INFORMS, vol. 63(11), pages 3531-3551, November.
  4. Danny Segev, 2025. "Near-Optimal Adaptive Policies for Serving Stochastically Departing Customers," Operations Research, INFORMS, vol. 73(5), pages 2744-2760, September.
  5. Nicos Savva & Tolga Tezcan & Özlem Yıldız, 2019. "Can Yardstick Competition Reduce Waiting Times?," Management Science, INFORMS, vol. 65(7), pages 3196-3215, July.
  6. Shuai Hao & Zhankun Sun & Yuqian Xu, 2025. "Emergency Care Efficiency vs. Quality: Uncovering Hidden Consequences of Fast-Track Routing Decisions," Manufacturing & Service Operations Management, INFORMS, vol. 27(1), pages 75-93, January.
  7. Sezer Ülkü & Chris Hydock & Shiliang Cui, 2022. "Social Queues (Cues): Impact of Others’ Waiting in Line on One’s Service Time," Management Science, INFORMS, vol. 68(11), pages 7958-7976, November.
  8. Jiayi Liu & Jingui Xie & Kum Khiong Yang & Zhichao Zheng, 2019. "Effects of Rescheduling on Patient No-Show Behavior in Outpatient Clinics," Manufacturing & Service Operations Management, INFORMS, vol. 21(4), pages 780-797, October.
  9. Jing Dong & Rouba Ibrahim, 2021. "SRPT Scheduling Discipline in Many-Server Queues with Impatient Customers," Management Science, INFORMS, vol. 67(12), pages 7708-7718, December.
  10. 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.
  11. Jimmy Qin & Carri W. Chan & Jing Dong & Shunichi Homma & Siqin Ye, 2025. "Waiting Online vs. In Person: An Empirical Study on Outpatient Clinic Visit Incompletion," Manufacturing & Service Operations Management, INFORMS, vol. 27(5), pages 1377-1395, September.
  12. Brett A. Hathaway & Seyed M. Emadi & Vinayak Deshpande, 2021. "Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option," Management Science, INFORMS, vol. 67(3), pages 1508-1526, March.
  13. Jorge Mejia & Shawn Mankad & Anandasivam Gopal, 2021. "Service Quality Using Text Mining: Measurement and Consequences," Manufacturing & Service Operations Management, INFORMS, vol. 23(6), pages 1354-1372, November.
  14. Christian Terwiesch & Marcelo Olivares & Bradley R. Staats & Vishal Gaur, 2020. "OM Forum—A Review of Empirical Operations Management over the Last Two Decades," Manufacturing & Service Operations Management, INFORMS, vol. 22(4), pages 656-668, July.
  15. Diwas Singh KC & Stefan Scholtes & Christian Terwiesch, 2020. "Empirical Research in Healthcare Operations: Past Research, Present Understanding, and Future Opportunities," Manufacturing & Service Operations Management, INFORMS, vol. 22(1), pages 73-83, January.
  16. Santiago Gallino & Nil Karacaoglu & Antonio Moreno, 2023. "Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail," Operations Research, INFORMS, vol. 71(3), pages 876-894, May.
  17. repec:osf:osfxxx:d25se_v1 is not listed on IDEAS
  18. Michael Freeman & Susan Robinson & Stefan Scholtes, 2021. "Gatekeeping, Fast and Slow: An Empirical Study of Referral Errors in the Emergency Department," Management Science, INFORMS, vol. 67(7), pages 4209-4232, July.
  19. Naumov, Sergey & Oliva, Rogelio, 2025. "Structural feedback and behavioral decision making in queuing systems: A hybrid simulation framework," European Journal of Operational Research, Elsevier, vol. 324(3), pages 855-870.
  20. Kaan Kuzu & Refik Soyer, 2018. "Bayesian modeling of abandonments in ticket queues," Naval Research Logistics (NRL), John Wiley & Sons, vol. 65(6-7), pages 499-521, September.
  21. Wu, Xiaodan & Li, Juan & Chu, Chao-Hsien, 2019. "Modeling multi-stage healthcare systems with service interactions under blocking for bed allocation," European Journal of Operational Research, Elsevier, vol. 278(3), pages 927-941.
  22. Robert J. Niewoehner & KC Diwas & Bradley Staats, 2023. "Physician Discretion and Patient Pick-up: How Familiarity Encourages Multitasking in the Emergency Department," Operations Research, INFORMS, vol. 71(3), pages 958-978, May.
  23. Guihua Wang & Jun Li & Wallace J. Hopp & Franco L. Fazzalari & Steven F. Bolling, 2019. "Using Patient-Specific Quality Information to Unlock Hidden Healthcare Capabilities," Manufacturing & Service Operations Management, INFORMS, vol. 21(3), pages 582-601, July.
  24. Andrew Daw & Antonio Castellanos & Galit B. Yom-Tov & Jamol Pender & Leor Gruendlinger, 2025. "The Co-Production of Service: Modeling Services in Contact Centers Using Hawkes Processes," Management Science, INFORMS, vol. 71(3), pages 2635-2656, March.
  25. Avishai Mandelbaum & Petar Momčilović, 2017. "Personalized queues: the customer view, via a fluid model of serving least-patient first," Queueing Systems: Theory and Applications, Springer, vol. 87(1), pages 23-53, October.
  26. Kuang Xu & Carri W. Chan, 2016. "Using Future Information to Reduce Waiting Times in the Emergency Department via Diversion," Manufacturing & Service Operations Management, INFORMS, vol. 18(3), pages 314-331, July.
  27. Gil Parnass & Osnat Levtzion-Korach & Renana Peres & Michael Assaf, 2023. "Estimating emergency department crowding with stochastic population models," PLOS ONE, Public Library of Science, vol. 18(12), pages 1-17, December.
  28. Ramkumar Janakiraman & Eunho Park & Emre M. Demirezen & Subodha Kumar, 2023. "The Effects of Health Information Exchange Access on Healthcare Quality and Efficiency: An Empirical Investigation," Management Science, INFORMS, vol. 69(2), pages 791-811, February.
  29. Tinglong Dai & Sridhar Tayur, 2020. "OM Forum—Healthcare Operations Management: A Snapshot of Emerging Research," Manufacturing & Service Operations Management, INFORMS, vol. 22(5), pages 869-887, September.
  30. Michael F. Kamali & Tolga Tezcan & Ozlem Yildiz, 2019. "When to Use Provider Triage in Emergency Departments," Management Science, INFORMS, vol. 65(3), pages 1003-1019, March.
  31. Jing Luo & León Valdés & Sera Linardi, 2026. "Experienced and Prospective Wait in Queues: A Behavioral Investigation," Manufacturing & Service Operations Management, INFORMS, vol. 28(2), pages 459-478, March.
  32. Brett Alan Hathaway & Seyed Morteza Emadi & Vinayak Deshpande, 2022. "Personalized Priority Policies in Call Centers Using Past Customer Interaction Information," Management Science, INFORMS, vol. 68(4), pages 2806-2823, April.
  33. Ryan W. Buell, 2017. "Last Place Aversion in Queues," Harvard Business School Working Papers 18-053, Harvard Business School, revised Oct 2019.
  34. Erjie Ang & Sara Kwasnick & Mohsen Bayati & Erica L. Plambeck & Michael Aratow, 2016. "Accurate Emergency Department Wait Time Prediction," Manufacturing & Service Operations Management, INFORMS, vol. 18(1), pages 141-156, February.
  35. Yichuan Ding & Eric Park & Mahesh Nagarajan & Eric Grafstein, 2019. "Patient Prioritization in Emergency Department Triage Systems: An Empirical Study of the Canadian Triage and Acuity Scale (CTAS)," Manufacturing & Service Operations Management, INFORMS, vol. 21(4), pages 723-741, October.
  36. Siddharth Arora & James W. Taylor & Ho-Yin Mak, 2023. "Probabilistic Forecasting of Patient Waiting Times in an Emergency Department," Manufacturing & Service Operations Management, INFORMS, vol. 25(4), pages 1489-1508, July.
  37. Pak, Anton & Gannon, Brenda & Staib, Andrew, 2020. "Forecasting Waiting Time to Treatment for Emergency Department Patients," OSF Preprints d25se, Center for Open Science.
  38. Amir Elalouf & Guy Wachtel, 2022. "Queueing Problems in Emergency Departments: A Review of Practical Approaches and Research Methodologies," SN Operations Research Forum, Springer, vol. 3(1), pages 1-46, March.
  39. Bolandifar, Ehsan & DeHoratius, Nicole & Olsen, Tava, 2023. "Modeling abandonment behavior among patients," European Journal of Operational Research, Elsevier, vol. 306(1), pages 243-254.
  40. Zhenghua Long & Nahum Shimkin & Hailun Zhang & Jiheng Zhang, 2020. "Dynamic Scheduling of Multiclass Many-Server Queues with Abandonment: The Generalized cμ / h Rule," Operations Research, INFORMS, vol. 68(4), pages 1128-1230, July.
  41. Carri W. Chan & Michael Huang & Vahid Sarhangian, 2021. "Dynamic Server Assignment in Multiclass Queues with Shifts, with Applications to Nurse Staffing in Emergency Departments," Operations Research, INFORMS, vol. 69(6), pages 1936-1959, November.
  42. Jian Liu & Yong‐Pin Zhou & Jian Chen, 2023. "Customer segmentation and ex ante fairness: A queueing perspective," Production and Operations Management, Production and Operations Management Society, vol. 32(10), pages 3246-3265, October.
  43. Andres Musalem & Marcelo Olivares & Ariel Schilkrut, 2021. "Retail in High Definition: Monitoring Customer Assistance Through Video Analytics," Manufacturing & Service Operations Management, INFORMS, vol. 23(5), pages 1025-1042, September.
  44. Liu, Jian & Chen, Jian & Bo, Rui & Meng, Fanlin & Xu, Yong & Li, Peng, 2023. "Increases or discounts: Price strategies based on customers’ patience times," European Journal of Operational Research, Elsevier, vol. 305(2), pages 722-737.
  45. Wenhao Li & Zhankun Sun & L. Jeff Hong, 2023. "Who Is Next: Patient Prioritization Under Emergency Department Blocking," Operations Research, INFORMS, vol. 71(3), pages 821-842, May.
  46. Robert J. Batt & Santiago Gallino, 2019. "Finding a Needle in a Haystack: The Effects of Searching and Learning on Pick-Worker Performance," Management Science, INFORMS, vol. 67(6), pages 2624-2645, June.
  47. Diwas KC & Tongil Kim, 2022. "Impact of universal healthcare on patient choice and quality of care," Production and Operations Management, Production and Operations Management Society, vol. 31(5), pages 2167-2184, May.
  48. Ralf Krohn & Sven Müller & Knut Haase, 2021. "Preventive healthcare facility location planning with quality-conscious clients," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 43(1), pages 59-87, March.
  49. Ruijie Zhang & Xiaohua Han & Rowan Wang & Jianghua Zhang & Yinghao Zhang, 2023. "Please don't make me wait! Influence of customers' waiting preference and no‐show behavior on appointment systems," Production and Operations Management, Production and Operations Management Society, vol. 32(6), pages 1597-1616, June.
  50. Zlatana Nenova & Jennifer Shang, 2022. "Chronic Disease Progression Prediction: Leveraging Case‐Based Reasoning and Big Data Analytics," Production and Operations Management, Production and Operations Management Society, vol. 31(1), pages 259-280, January.
  51. Yuan, Xuchuan & Brian Hwarng, H., 2023. "Examining the dynamics of reactive capacity allocation through a chaos lens," European Journal of Operational Research, Elsevier, vol. 308(2), pages 912-928.
  52. Teck-Hua Ho & Noah Lim & Sadat Reza & Xiaoyu Xia, 2017. "OM Forum—Causal Inference Models in Operations Management," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 509-525, October.
  53. Jiayi Liu & Diwas KC, 2023. "Nudging Patient Choice: Reducing No-Shows Using Waits Framing Messaging," Operations Research, INFORMS, vol. 71(3), pages 1004-1020, May.
  54. Zhu, Donghao & Minner, Stefan & Bichler, Martin, 2025. "Pricing policy and queue-length disclosure in on-demand service platforms," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 204(C).
  55. Kaan Kuzu & Long Gao & Susan H. Xu, 2019. "To Wait or Not to Wait: The Theory and Practice of Ticket Queues," Manufacturing & Service Operations Management, INFORMS, vol. 21(4), pages 853-874, October.
  56. Arora, Siddharth & Taylor, James W., 2026. "Using teletriage to model the risk of hospital admission at the time of registration in an emergency department," Omega, Elsevier, vol. 138(C).
  57. Mohamad Soltani & Robert J. Batt & Hessam Bavafa & Brian W. Patterson, 2022. "Does What Happens in the ED Stay in the ED? The Effects of Emergency Department Physician Workload on Post-ED Care Use," Manufacturing & Service Operations Management, INFORMS, vol. 24(6), pages 3079-3098, November.
  58. Andres Musalem & Marcelo Olivares & Daniel Yung, 2023. "Balancing Agent Retention and Waiting Time in Service Platforms," Operations Research, INFORMS, vol. 71(3), pages 979-1003, May.
  59. Guanyi Lu & Rex Yuxing Du & Xiaosong (David) Peng, 2022. "The Impact of Schedule Consistency on Shift Worker Productivity: An Empirical Investigation," Manufacturing & Service Operations Management, INFORMS, vol. 24(5), pages 2780-2796, September.
  60. Qiuping Yu & Yiming Zhang & Yong-Pin Zhou, 2022. "Delay Information in Virtual Queues: A Large-Scale Field Experiment on a Major Ride-Sharing Platform," Management Science, INFORMS, vol. 68(8), pages 5745-5757, August.
  61. Hummy Song & Mor Armony & Guillaume Roels, 2024. "Queue Configurations and Operational Performance: An Interplay Between Customer Ownership and Queue Length Awareness," Manufacturing & Service Operations Management, INFORMS, vol. 26(6), pages 2284-2304, November.
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