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Keywords: Queueing time
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Journal Articles
State‐based management: A process for reducing customer waiting in over‐the‐counter service operations
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2003) 14 (4): 458–470.
Published: 01 October 2003
... repercussions on the overall working environment © MCB UP Limited 2003 Queueing time Services Banking State‐based management (SBM), a novel approach to queue‐server management, was tested with the teller teams in two bank branches. The composition and size of the teller teams was fixed...
