The importance of managing the queue in front of the shops and businesses has been studied in economic, psychology and operations. Some businesses try to manage and change the traditional way of staying in line by using new technologies and get number to customers that known as abstract waiting. They try to make it flexible and more convenience for customers that they can do other job beside waiting for their services. Literature shows that queues in front of the businesses have a different meaning for each person. For some of them it has positive signal that services or products of that shop is superior to others and for some it is a negative point like waiting cost and anxiety. The literature in the area of psychology show, for people with high informative conformity, the value and quality of products depends on the number of customers behind and in front of them in the queue. Herding theory shows that in the scenarios that the value of services and products are uncertain, people decide to join the longer queue as they think that customers in the queue have some information about the quality of services that they do not know. Carbone and Haeckel (1994); Raz and Ert (2008) studied the herding behavior of customers in the queue and they have concluded how herding theory affect the choice of customers to stay or balk from the queue. The difference of our work from herding theory in queue is that in our study we focus on the behavioral operation part of the physical queue.
I am a full time PhD student from Kingston University – Management department. Before joining the PhD programme, I had 6 years industry experience working across operations research sector.