The Effects of Queue Structure on Attitudes

No abstract is available for this paper.

• Publication year

  2002

• Venue

  Journal of Service Research

• Publication date

  2002-11-01

• Fields of study

  Psychology

• Identifiers
  DOI 10.1177/109467002237492
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

• Work redesign.

  2003cited by this paper
• THE UNBEARABLE AUTOMATICITY OF BEING

  1999cited by this paper
• Introduction to the special section on the structure of emotion.

  1999cited by this paper
• Distinguishing between service relationships and encounters

  1999cited by this paper
• Why cars in the next lane seem to go faster

  1999cited by this paper
• Counterfactual thinking.

  1997cited by this paper
• Counterfactual thinking and ascriptions of cause and preventability.

  1996cited by this paper
• The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions

  1996influential reference
• The effects of filled waiting time and service provider control over the delay on evaluations of service

  1995cited by this paper
• Subjective Importance of Goal and Reactions to Waiting in Line

  1994cited by this paper
• Learned Helplessness: A Theory for the Age of Personal Control

  1993cited by this paper
• Stealing in the Name of Justice: Informational and Interpersonal Moderators of Theft Reactions to Underpayment Inequity

  1993cited by this paper
• The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting

  1992cited by this paper
• The influence of music on consumers' temporal perceptions: Does time fly when you're having fun?

  1992cited by this paper
• The Experience of Time As a Function of Musical Loudness and Gender of Listener

  1992cited by this paper
• Intrusions into waiting lines : does the queue constitute a social system ?

  1992cited by this paper
• Loss Aversion in Riskless Choice: A Reference-Dependent Model

  1991cited by this paper
• Cultures and Organizations: Software of the Mind

  1991cited by this paper
• Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience

  1991cited by this paper
• A Theory of Goal Setting and Task Performance

  1991cited by this paper
• Culture and the categorization of emotions.

  1991influential reference
• When Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers

  1989cited by this paper
• Chapter 10 Subjective Time and Attentional Resource Allocation: An Integrated Model of Time Estimation

  1989cited by this paper
• The Mindlessness of Organizational Behaviors

  1988cited by this paper
• Environmental aesthetics : theory, research, and applications

  1988cited by this paper
• Perspectives on Queues: Combining Queues is Not Always Beneficial

  1987influential reference
• OR Forum - Perspectives on Queues: Social Justice and the Psychology of Queueing

  1987cited by this paper
• Response to intrusion into waiting lines.

  1986cited by this paper
• Norm theory: Comparing reality to its alternatives

  1986cited by this paper
• The psychological cost of waiting

  1985cited by this paper
• The Service encounter : managing employee/customer interaction in service businesses

  1985cited by this paper
• Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior

  1984cited by this paper
• The Psychology Of Control

  1983cited by this paper
• Will it hurt less if i can control it? A complex answer to a simple question.

  1981cited by this paper
• Type of information, familiarity and the reduction of crowding stress.

  1981cited by this paper
• Choice and perceived control

  1979cited by this paper
• Evidence for a three-factor theory of emotions

  1977cited by this paper
• The effects of choice and enhanced personal responsibility for the aged: a field experiment in an institutional setting.

  1976cited by this paper
• Procedural Justice: A Psychological Analysis

  1976cited by this paper
• On the folly of rewarding A, while hoping for B.

  1975cited by this paper
• An approach to environmental psychology

  1974cited by this paper
• Personal control over aversive stimuli and its relationship to stress.

  1973influential reference
• Preference for information about an uncertain but unavoidable outcome.

  1966cited by this paper
• Conflict and Number of Choice Alternatives

  1966cited by this paper
• Organizational Stress: Studies in Role Conflict and Ambiguity.

  1965cited by this paper
• Organizational stress : studies in role conflict and ambiguity

  1964cited by this paper

• First come, first served: The importance of purchase priority in new product purchase competition

  2025cites this paper
• Smart social junction traffic control using reinforcement learning on real data

  2025cites this paper
• Redefining Traffic Light Timing Optimality: A Novel Pricing Mechanism that Operates at the Pareto Frontier

  2025cites this paper
• Experienced and Prospective Wait in Queues: A Behavioral Investigation

  2025cites this paper
• Peak Event Self-Scheduling: Implications for Service Demand Management

  2025cites this paper
• Fairness of the First-Come, First-Served rule on the rental housing market: insights from a hypothetical survey experiment

  2024cites this paper
• How Observed Queue Length and Service Times Drive Reneging Behavior in Queues

  2024influential citation
• The optimal decision of service provider considering extra waiting area value-added services - pooled or dedicated?

  2024cites this paper
• First come, first served versus the draw: Perceived fairness in the new product purchase competition

  2024cites this paper
• Customer segmentation and ex ante fairness: A queueing perspective

  2023cites this paper
• The interplay between physical and social servicescape: investigating negative CCI

  2023cites this paper
• A Personality-based Model of Emotional Contagion and Control in Crowd Queuing Simulations

  2022cites this paper
• Waiting Experience in Open-Shop Service Networks: Improvements via Flow Analytics & Automation

  2022cites this paper
• Perceived idle wait and associated emotional discomfort: An analysis of retail waiting experience

  2022cites this paper
• Pooling Agents for Customer-Intensive Services

  2022cites this paper
• Social Queues (Cues): Impact of Others' Waiting in Line on One's Service Time

  2022cites this paper
• Managing Capacity and Waits

  2021cites this paper
• Social Queues (Cues)

  2020cites this paper
• Investigating the impact of service line formats on satisfaction with waiting

  2020cites this paper
• Who says waiting is boring? How consumer narratives within online communities help reduce stress while waiting

  2020cites this paper
• Simulation Driven Appointment System Model for a License Processing Office in the Philippines

  2020cites this paper
• How Observed Queue Length and Service Times Drive Queue Behavior in the Lab

  2020cites this paper
• The effect of waiting on aggressive tendencies toward emergency department staff: Providing information can help but may also backfire

  2020cites this paper
• Putting time in perspective: How and why construal level buffers the relationship between wait time and aggressive tendencies

  2020cites this paper
• Reducing nonpriority queues at theme parks

  2020cites this paper
• Crowds in front of bottlenecks at entrances from the perspective of physics and social psychology

  2020cites this paper
• Order of justice in queues of emerging markets

  2020cites this paper
• Mathematical analysis of the queuing system and application

  2019influential citation
• Platoon forming algorithms for intelligent street intersections

  2019cites this paper
• Don't call us, we'll call you: Considering cognitive and physical effort in designing effective response systems to manage extended in‐process wait

  2019cites this paper
• A Simulation Study to Improve Customer Waiting Time in Concessions at Jordan-Hare Stadium

  2019cites this paper
• Evaluation of Consumers’ WTP for Service Recovery in Restaurants: Waiting Time Perspective

  2019cites this paper
• The Study on the Effect of Waiting Line on Consumers’ Perceived Quality and Emotional State

  2019cites this paper
• Correction: How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers

  2019cites this paper
• How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers

  2019cites this paper
• Jumping to the Head of the Invisible Line: Queuing and Waiting in Electronic Ticket Systems

  2019cites this paper
• Customer emotions minute by minute: How guests experience different emotions within the same service environment

  2019cites this paper
• A reference-dependent approach to WTP for priority

  2019cites this paper
• Learning communication from first- and third-person POVs: how perceptual differences influence the interpretation of conversations whilst waiting

  2019cites this paper
• Challenging conventional wisdom: Positive waiting

  2018cites this paper
• Factors determining perceptions of fairness in access to hospital outpatient departments in Taiwan

  2018cites this paper
• Fairness in Culturally Dependent Waiting Behavior: Cultural Influences on Social Communication in Simulated Crowds

  2018cites this paper
• Perception of Fairness in Culturally Dependent Behavior: Comparison of Social Communication in Simulated Crowds Between Thai and Japanese Cultures

  2018cites this paper
• Comparison of influence of Thai and Japanese cultures on reasoning in social communication using simulated crowds

  2018cites this paper
• Behavioral Foundations of Queueing Systems

  2018cites this paper
• Sequential Individual Rationality in Dynamic Ridesharing

  2018cites this paper
• The expected discrimination frequency for two-server queues

  2018cites this paper
• The number of overtakes in an M/M/2 queue

  2018cites this paper
• Breathing Down Your Neck!

  2018cites this paper
• IMPACT OF CUSTOMER EXPERIENCE AND ITS RELATIONSHIP TOWARDS CUSTOMER LOYALTY IN BANKING SECTOR

  2018cites this paper
• Steuerung der Dienstleistungsqualität

  2018cites this paper
• Worth the Wait

  2017cites this paper
• Understanding and Managing Customer-Induced Negative Externalities in Congested Self-Service Environments

  2017cites this paper
• Essays on Retail Operations Management

  2017cites this paper
• Detecting Customer Queue "at-risk" Behaviors Based on Ethograms to Minimize Overall Service Dissatisfaction

  2017cites this paper
• Using Ethological Approaches to Understand Skiers' Behavior in Cable Cars Queues in Order to Improve Overall Satisfaction: An Empirical Study Conducted in the Swiss Alps

  2017cites this paper
• An ethological experiment to improve airport security gate process reliability: Understanding time perception and personal awareness of older adult travelers

  2017cites this paper
• CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF BANKING SECTOR

  2017cites this paper
• Antecedents of customer aggressive behavior against healthcare employees

  2017cites this paper
• Impact of Behavioral Factors on Performance of Multi‐Server Queueing Systems

  2017cites this paper
• Priority Systems at Theme Parks from the Perspective of Managers and Customers

  2016cites this paper
• Uncovering the silent language of waiting

  2016cites this paper
• A Process for Co-Creating Shared Value with the Crowd: Tourism Case Studies from a Regional Innovation System in Western Switzerland

  2016cites this paper
• Strategic behavior and social outcomes in a bottleneck queue: experimental evidence

  2016influential citation
• On fairness in polling systems

  2016cites this paper
• A critical incident technique investigation of customers’ waiting experiences in service encounters

  2016cites this paper
• The Relationship Between the Waiting Crowd and the Average Service Time

  2016cites this paper
• Waiting in Exit-Stage Operations: Expectation for Self-Checkout Systems and Overall Satisfaction

  2016influential citation
• What is going on when nothing is going on? Exploring the role of the consumer in shaping waiting situations

  2016cites this paper
• When ‘Just’ is Just Not Enough

  2015cites this paper
• ON PATIENT FLOW IN HOSPITALS: A DATA-BASED QUEUEING-SCIENCE PERSPECTIVE

  2015cites this paper
• Co-creating the collective service experience

  2015cites this paper
• Comparisons of Perceptions and Behavior in Ticket Queues and Physical Queues

  2015cites this paper
• Conjugate Gradient Method Approach to Multi-Channel Queuing Theory

  2015cites this paper
• The fairness of patient routing allocation policy with heterogeneous servers in outpatient department

  2015cites this paper
• WWW=WAIT, WAIT, WAIT: EMOTIONAL REACTIONS TO WAITING ON THE INTERNET

  2015cites this paper
• Conjugate Gradient Method Approach to Multi-Channel Queuing Theory

  2015cites this paper
• Misbehaving customers: Understanding and managing customer injustice in service organizations.

  2015cites this paper
• The negative effects of delays in information exchange: Looking at workplace relationships from an affective events perspective

  2014cites this paper
• The Design of Consumer Experiences: Managerial Approaches for Service Companies

  2014cites this paper
• Could Managers Consider Waiting Times as Something Positive

  2014cites this paper
• Pengembangan Framework Sistem Informasi Antrian pada Student Service Center Binus University

  2014cites this paper
• Shopper marketing: a new challenge for Spanish community pharmacies.

  2014cites this paper
• An Optimal Multi-System Control Measure Using theApproach of Conjugate Gradient Algorithm (CGA)

  2014cites this paper
• INFLUENCE OF USE OF SOCIAL MEDIA ON CUSTOMER SATISFACTION

  2014cites this paper
• Incorporation of constructivist techniques for the improvement of the tutored teaching in computer based classrooms

  2013cites this paper
• How Lines Organize Compulsory Interaction, Emotion Management, and “Emotional Taxes”

  2013influential citation
• Toward balanced and sustainable job scheduling for production supercomputers

  2013cites this paper
• Expression in Airport Security Lines and ''Emotional Taxes'': The Implications of Passenger Emotion and How Lines Organize Compulsory Interaction, Emotion Management,

  2013cites this paper
• Fast Lines at Theme Parks

  2013cites this paper
• Quantitative fairness for assessing perceived service quality in queues

  2013cites this paper
• How Lines Organize Compulsory Interaction, Emotion Management, and “Emotional Taxes”: The Implications of Passenger Emotion and Expression in Airport Security Lines

  2013influential citation
• The impact of store image on customer perception

  2013cites this paper
• The influence of use of social media on customer satisfaction:A case of Safaricom call center, Nairobi county, Kenya.

  2013cites this paper
• Waiting as a determinant of store image and customer satisfaction : a literature review

  2012cites this paper
• Spectator Rage as the Dark Side of Engaging Sport Fans

  2012cites this paper
• Waiting for service at the checkout: Negative emotional responses, store image and overall satisfaction

  2012cites this paper
• On Fair Routing from Emergency Departments to Hospital Wards: QED Queues with Heterogeneous Servers

  2012cites this paper
• A review of customer satisfaction towards service quality of banking sector

  2012cites this paper
• Adaptive Metric-Aware Job Scheduling for Production Supercomputers

  2012cites this paper