Category Archives: Service Management

How do we behave when someone tries to cut into a line? I think an interesting question is whether there are cultural differences.

Are there ways to harness people’s behavior to make them happier in line, or tolerate longer waits?  That can save money too.

Social norms in waiting lines: Waiting or Cutting? « The Operations Room

Here are some interesting facts about people in waiting lines. In particular, the ER.  Waiting treatment there is legendarily bad, as I can attest from personal experience recently.  How to improve it requires not just analytics, but also some behavioral analysis.

Keeping People from leaving the ER.