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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.
A motivated, adaptable and responsible lecturer with over four years of experience in operations management. Early-career researcher with a keen interest in Logistic and Supply Chain Management, Industry 4.0, Queuing Theory, Operations Management and Behavioural Operations Management. Expertise in quantitative and qualitative research methods and tools including SPSS and NVivo. Earned MRes in Business Research Methods and PhD in Operations Management from Kingston Business School, and MBA and Bachelor in E-commerce from Staffordshire University. Several years of international experience in management and consulting across the Iran, Malaysia and UK.
Khajeh, Ehsan, Zanjirani Farahani, Reza and Hill, Alexander (2020) Investigating the impact of queue length on customer behaviour in the service context : an empirical study. In: 11th Annual Faculty Research Conference: Contemporary Issues in Business and Social Sciences; 22 Jun 2020, Kingston upon Thames, U.K.. (Unpublished)
Khajeh, Ehsan, Zanjirani Farahani, Reza and Hill, Alexander (2019) Empirical research methodology in queueing theory : literature review. In: Production and Operations Management Society (POMS 2019) International Conference : Connecting the Operations Management & Supply Chain Management World in Divided Times; 02 - 04 Sept 2019, Brighton, U.K.. (Unpublished)
Khajeh, Ehsan, Zanjirani Farahani, Reza and Hill, Alexander (2019) Investigating optimum length of physical queues at businesses and its impact on customers’ decision to join such queues. In: 10th Annual Faculty Research Conference: Contemporary Issues in Business and Social Sciences in a period of uncertainty; 03 - 04 Jun 2019, Kingston upon Thames, U.K.. (Unpublished)
Khajeh, Ehsan, Zanjirani Farahani, Reza and Hill, Alexander (2018) Empirical research of optimum length of physical queues. In: 9th Annual Faculty of Business Research Conference: Contemporary Issues in Business; 04 Jun 2018, Kingston upon Thames, U.K. (Unpublished)
Khajeh, Ehsan (2020) Investigating optimum length of physical queues at business and its impact on customers to join such queues. (PhD thesis), Kingston University, .