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Abstract

Both classical queuing theorists and social psychologists have neglectedto define and offer solutions to the problems encountered in everyday humanqueuing situations. In particular, the mathematical model of queuing systems offered by operations researchers has failed to incorporate significant human factors of queuing, as elucidated by Mann (1969) and others, into its assumptions. It is suggested that arrival rates of human customers may depend upon length of queue and the information queuers have about other customers' behavior. Cognitive abilities, motivational variables, personality characteristics, and social factors may all play a significant role in determining human waiting behavior. Classical queuing theory's assumptions of a stationary service rate within channels and independence of service rate and queue length may be violated in systems with human servers. A free flow of information between service facilities and customers, and consideration for the mental and physical well–being of human customers and servers, will yield more efficient and pleasant queuing systems.

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Human Factors Aspects of Queuing: A Critical Review

Abstract

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References