Abstract
The problem of long wait in queue in apparent wherever there is a waiting-line system, but the cost of waiting is not the same for all customers. The authors propose a new model of waiting, called Waiting Line Segmentation. Waiting lines are segmented into customers who are willing to pay a premium for faster service and those who are not. Analytic results show that this approach results in increased customer satisfaction for both segments, increased profits, and increased efficiency.
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