- Article
The Psychology of Queuing for Self-Service: Reciprocity and Social Pressure
- Hanyeong Kim,
- Yun Shin Lee and
- Kun Soo Park
Many services are provided in the form of self-service. In self-service, customers simultaneously become the sole producer and a consumer of a service. Using a scenario-based experiment, we examine the psychology of queuing for self-service, and how...