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Cutting in line / Gad Allon in Management science, Vol. 58 N° 3 (Mars 2012) 

Public ISBD [article]  in Management science > Vol. 58 N° 3 (Mars 2012) . - pp. 493-506 Titre : Cutting in line : Social norms in queues Type de document : texte imprimé Auteurs : Gad Allon, Auteur ; Eran Hanany, Auteur Année de publication : 2012 Article en page(s) : pp. 493-506 Note générale : Management Langues : Anglais (eng) Mots-clés : Queues  Games  Group  decisions  Social  norms Résumé : Although the norm in many retail banks is to serve customers on a first-come, first-served basis, some customers try to cut the line, usually by providing an excuse for their urgency. In other queues, however, this behavior is considered unacceptable and is aggressively banned. In all of these cases, customer exhibit strategies that have not yet been explored in the operations literature: they choose whether or not to cut the line and must also decide whether to accept or reject such intrusions by others. This paper derives conditions for the emergence of such behavior in equilibrium among the customers themselves, i.e., when the queue manager is not involved in granting priorities and the customers have to use community enforcement to sustain such equilibria. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/content/58/3.toc [article] Cutting in line : Social norms in queues [texte imprimé] / Gad Allon, Auteur ; Eran Hanany, Auteur . - 2012 . - pp. 493-506. Management Langues : Anglais (eng) in Management science > Vol. 58 N° 3 (Mars 2012) . - pp. 493-506 Mots-clés : Queues  Games  Group  decisions  Social  norms Résumé : Although the norm in many retail banks is to serve customers on a first-come, first-served basis, some customers try to cut the line, usually by providing an excuse for their urgency. In other queues, however, this behavior is considered unacceptable and is aggressively banned. In all of these cases, customer exhibit strategies that have not yet been explored in the operations literature: they choose whether or not to cut the line and must also decide whether to accept or reject such intrusions by others. This paper derives conditions for the emergence of such behavior in equilibrium among the customers themselves, i.e., when the queue manager is not involved in granting priorities and the customers have to use community enforcement to sustain such equilibria. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/content/58/3.toc