Reducing the Wait in Waiting-Line Systems: Waiting Line Segmentation

18 Pages Posted: 20 Jun 2006 Last revised: 18 Apr 2018

See all articles by Hershey H. Friedman

Hershey H. Friedman

City University of New York - Department of Business Management

Linda Weiser Friedman

Baruch College, CUNY - Zicklin School of Business; CUNY - The Graduate Center

Date Written: July 1, 1997

Abstract

The problem of long wait in queue in apparent wherever there is a waiting-line system, but the cost of waiting is not the same for all customers. The authors propose a new model of waiting, called Waiting Line Segmentation. Waiting lines are segmented into customers who are willing to pay a premium for faster service and those who are not. Analytic results show that this approach results in increased customer satisfaction for both segments, increased profits, and increased efficiency.

Keywords: waiting line

JEL Classification: C00

Suggested Citation

Friedman, Hershey H. and Friedman, Linda Weiser, Reducing the Wait in Waiting-Line Systems: Waiting Line Segmentation (July 1, 1997). Business Horizons, Vol. 40, pp. 54-58, July 1997. Available at SSRN: https://ssrn.com/abstract=909000

Hershey H. Friedman

City University of New York - Department of Business Management ( email )

Linda Weiser Friedman (Contact Author)

Baruch College, CUNY - Zicklin School of Business ( email )

17 Lexington Avenue
New York, NY 10010
United States

HOME PAGE: http://cisnet.baruch.cuny.edu/friedman/

CUNY - The Graduate Center

365 Fifth Avenue
New York,, NY 10016
United States

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