Queuing

Using Collaborative Event Ethnography as a research method, a team of 21 researchers conducted fieldwork at the Antiques Roadshow in Ightham Mote, Kent. This article reflects on the experience of queuing at the event and how it was experienced and discussed by researchers and participants. Drawing upon Mol, the article approaches the practice of queuing as involving an inherent multiplicity of often contradictory experiences through which idealised, Second World War-related understandings of British queuing practice are simultaneously confirmed and challenged. Through multiple participants viewing the queue from within and outside we were able to capture the processes of community-building, curation, management, rule-maintenance and rule-bending within the social life of the queue. In demonstrating this multiplicity Collaborative Event Ethnography is shown to be an excellent research tool for capturing short-term, large-scale events while also highlighting the simultaneous simplicity and complexity of social interactions and social norms within queues.

Waiting involves both cognition and emotions. It has a bearing on the overall perception of retail service quality. The advancement in retailing has triggered scholarly conversations on the psychological impact of waiting at the retail checkout. Prior studies confirm customers being deeply involved in the passage of time and time estimation during the entire waiting period. This study investigates the customer idle time and its implication on emotional discomfort resulting from crowding stress. The study employed confirmatory sampling wherein specific sample elements are chosen since they are the key respondents to confirm hypotheses being tested. Accordingly, 385 respondents (shoppers) visiting the leading organized retailers located in major localities in Bengaluru were approached. The responses were analyzed using a Chi-squared test and Pearson correlation. The outcome reveals that irrespective of age and gender, customers visiting the offline retail outlets experience emotional discomfort. The young customers aged 18-30 dislike waiting in the queue at the checkout compared to older customers. In contrast, gender did not affect the inclination to wait. The idleness during the checkout waits causes emotional discomfort on most occasions. The findings supplement the growing research in psychology on the actual and perceived consumption of time, focusing on idleness. The study concludes that customers desire to avert an unproductive use of time, thus lowering their emotional discomfort.

The model explained here explores influence of the type of queue and operator service time on the check-in process at airports. The proposed model is based on queuing theory concepts and attempts to compute the optimum number of check-in counters. A time block concept related to counting periods is adopted. A graphical output indicates delays and passenger waiting times over