Kuyruk özelliklerinin müşterilerin kuyruğa katılma ve kuyruğu terk etme kararlarına olan etkisi: bir laboratuar deneyi

In many service settings, customers encounter waits in queues and have to decide between joining and balking, waiting and reneging. In this study, we investigate customers' queue joining and reneging behaviors by using laboratory experiments in which participants experience several observable queues with different characteristics in terms of queue length and service times and decide to join, balk or renege. The hypotheses of this study concentrate on the effects of queue length, having two levels as long queues and short queues; and encountered service time experience, being deterministic or random. We treat randomness of service times again in two levels; one level having first few service times shorter than the announced mean and other level having first few service times longer than the announced mean. We observe a significant effect of randomness on people's joining decisions suggesting that joining probability for a random queue is lower compared to a deterministic queue. In our first study with 120 participants, we observe a significant effect of "shorter than the announced mean" service times on people's quitting decisions, yielding lower probability to quit. Also, our findings from our first study suggest that people's probability to quit is greater in long queues compared to short queues. In additional three follow-up studies with 196 participants, we check the robustness of our findings with different service times and service time orderings. Overall, we find a combined effect of experiencing extremely fast service times early on together with an enduring progress effect compared to the deterministic queue on people's patience in the queues.