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- March 2021
- Article
Last Place Aversion in Queues
By: Ryan W. Buell
This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which... View Details
Keywords: Behavioral Operations; Queues; Reference Effects; Last Place Aversion; Transparency; Customers; Behavior; Satisfaction; Service Operations
Buell, Ryan W. "Last Place Aversion in Queues." Management Science 67, no. 3 (March 2021): 1430–1452.
- December 2001 (Revised May 2003)
- Background Note
Queueing Theory
By: V.G. Narayanan and George Batta
Explains the assumptions behind and the insights from a simple queueing model. View Details
Keywords: Mathematical Methods; Theory; Management Analysis, Tools, and Techniques; Motivation and Incentives; Service Delivery
Narayanan, V.G., and George Batta. "Queueing Theory." Harvard Business School Background Note 102-023, December 2001. (Revised May 2003.)
- September 2018
- Article
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work-scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks... View Details
Keywords: Discretion; Scheduling; Queue; Healthcare; Learning; Experience; Decentralization; Operations; Service Operations; Service Delivery; Performance; Performance Effectiveness; Performance Efficiency; Performance Improvement; Performance Productivity; Decisions; Time Management; Cost vs Benefits; Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Management Science 64, no. 9 (September 2018): 4389–4407. (Working paper available here. Winner of the 2017 Best Paper Competition of the POMS College of Healthcare Operations Management. Featured in Forbes, Quartz, and Inc.)
- October 1979 (Revised March 1995)
- Background Note
Note on the Management of Queues
Contains four sections: 1) measuring the performance of queuing systems; 2) types of queuing systems; 3) the behavior of simple systems (elementary queuing theory); and 4) the management of queues (including a discussion of their psychology). View Details
Keywords: Mathematical Methods
Maister, David H. "Note on the Management of Queues." Harvard Business School Background Note 680-053, October 1979. (Revised March 1995.)
- 2017
- Working Paper
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks... View Details
Keywords: Discretion; Scheduling; Queue; Healthcare; Learning; Experience; Decentralization; Delegation; Behavioral Operations; Operations; Service Operations; Service Delivery; Performance; Performance Effectiveness; Performance Efficiency; Performance Improvement; Performance Productivity; Decisions; Time Management; Cost vs Benefits; Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Harvard Business School Working Paper, No. 16-051, October 2015. (Revised March 2017.)
- 27 Dec 2017
- News
Why shoppers who switch queues wait the longest
- 02 Feb 2018
- Working Paper Summaries
Last Place Aversion in Queues
- 2014
- Working Paper
The Diseconomies of Queue Pooling: An Empirical Investigation of Emergency Department Length of Stay
By: Hummy Song, Anita L. Tucker and Karen L. Murrell
We conduct an empirical investigation of the impact of queue management on patients' average wait time and length of stay (LOS). Using an Emergency Department's (ED) patient-level data from 2007 to 2010, we find that patients' average wait time and LOS are longer when... View Details
Keywords: Pooling; Queue Management; Strategic Servers; Social Loafing; Empirical Operations; Health Care; Fairness; Management Practices and Processes; Service Delivery; Health Care and Treatment; Health Industry
Song, Hummy, Anita L. Tucker, and Karen L. Murrell. "The Diseconomies of Queue Pooling: An Empirical Investigation of Emergency Department Length of Stay." Working Paper. (October 2014.)
- 27 Dec 2017
- News
Back to front: why switching queues will get you nowhere faster
- 31 Jan 2014
- Working Paper Summaries
The Diseconomies of Queue Pooling: An Empirical Investigation of Emergency Department Length of Stay
- November–December 2015
- Article
Active Postmarketing Drug Surveillance for Multiple Adverse Events
By: Joel Goh, Margrét V. Bjarnadóttir, Mohsen Bayati and Stefanos A. Zenios
Postmarketing drug surveillance is the process of monitoring the adverse events of pharmaceutical or medical devices after they are approved by the appropriate regulatory authorities. Historically, such surveillance was based on voluntary reports by medical... View Details
Keywords: Drug Surveillance; Health Care; Stochastic Models; Queueing; Diffusion Approximation; Brownian Motion; Health Care and Treatment; Analytics and Data Science; Analysis
Goh, Joel, Margrét V. Bjarnadóttir, Mohsen Bayati, and Stefanos A. Zenios. "Active Postmarketing Drug Surveillance for Multiple Adverse Events." Operations Research 63, no. 6 (November–December 2015): 1528–1546. (Finalist, 2012 INFORMS Health Applications Society Pierskalla Award.)
- 03 Dec 2024
- HBS Seminar
Jing Dong, Columbia
- April 1984 (Revised May 1984)
- Background Note
The Psychology of Waiting Lines
Discusses the experience of waiting and the factors that affect customers' tolerance for waits. Eight (testable) propositions concerning the psychology of queues are presented, together with specific managerial advice. View Details
Maister, David H. "The Psychology of Waiting Lines." Harvard Business School Background Note 684-064, April 1984. (Revised May 1984.)
- 09 Jan 2018
- First Look
First Look at New Research and Ideas, January 9, 2018
Aversion in Queues By: Buell, Ryan W. Abstract—This paper investigates whether people exhibit last place aversion in queues and its implications for their experiences and behaviors in service environments.... View Details
Keywords: Sean Silverthorne
- 11 Feb 2020
- News
UBS Scrambles to Stanch Outflows at Flagship Property Fund
- Awards
POMS College of Healthcare Operations Management Best Paper Competition
Winner of the 2017 Best Paper Competition from the College of Healthcare Operations Management at the Production and Operations Management Society (POMS) for “Discretionary Task Ordering: Queue Management in Radiological Services” (Management Science, September... View Details
- July 2015
- Article
A Behavioral Model of the Popularity and Regulation of Demandable Liabilities
By: Julio J. Rotemberg
Overoptimism regarding one's ability to arrive early in a queue is shown to rationalize deposit contracts in which people can withdraw their funds on demand even if consumption takes place later. Capitalized institutions serving overoptimistic depositors emerge in... View Details
Rotemberg, Julio J. "A Behavioral Model of the Popularity and Regulation of Demandable Liabilities." American Economic Journal: Macroeconomics 7, no. 3 (July 2015): 123–152.
- 2018
- Chapter
Competing Interests
By: Joel Goh
Book Abstract: The editors, aided by a team of internationally acclaimed experts, have curated this timely volume to help newcomers and seasoned researchers alike to rapidly comprehend a diverse set of thrusts and tools in this rapidly growing cross-disciplinary field.... View Details
Goh, Joel. "Competing Interests." Chap. 4 in Handbook of Healthcare Analytics: Theoretical Minimum for Conducting 21st Century Research on Healthcare Operations, edited by Tinglong Dai and Sridhar Tayur, 51–78. John Wiley & Sons, 2018.