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Problem definition: We study open-shop service networks where customers go through multiple services. We were motivated by a partnering health screening clinic, where customers are routed by a dispatcher and operational performance is measured at two levels: micro-level, via waits for individual services, and macro-level, via overall wait. Both measures reflect customer experience and could support its management. Our analysis revealed that waits were long and increased along the service process. Such long waits give rise to negative waiting experience and the increasing shape is detrimental as it is known to create perceived waits that are even longer. Our goal is hence to analyze strategies that shape and improve customers' perceived experience. Methodology/results: Analytically, we use a stylized two-station open-shop network to show that prioritizing advanced customers, jointly with pooling (virtual) queues, can improve both macro- and micro-level performance. We validate these findings with a simulation model, calibrated with our clinic's data. Practically, we find that an automated routing system (ARS), recently implemented in the clinic, had a negligible impact on overall wait—It simply redistributed waiting among wait-for-routing and wait-for-service. However, ARS renders applicable sophisticated priority and routing policies (that were infeasible under the manual routing practice), specifically the ones arising from the present research. Managerial implications: Our study amplifies performance benefits of accounting for individual customers' system status in addition to station-level load information. We offer insights into the implementation of new technologies: Firms better plan for fundamental changes in their operation rather than harness new technology to their existing operation, which may be suboptimal due to past technical limitations. History: This paper has been accepted in the Manufacturing & Service Operations Management Frontiers in Operations Initiative. Funding: M. Chen acknowledges the support from the National Natural Science Foundation of China [Grant 72301280]. O. Baron acknowledges the support from the Natural Science and Engineering Research Council of Canada. J. Wang acknowledges the support from the City University of Hong Kong [Grant 11505421]. A. Mandelbaum is partially supported by the Israel Science Foundation [Grant 491/22]. Supplemental Material: The online appendices are available at https://doi.org/10.1287/msom.2022.0590. [ABSTRACT FROM AUTHOR]

We investigate the impact of delay announcements on the coordination within hospital networks using a combination of empirical observations and numerical experiments. We offer empirical evidence that suggests that patients take delay information into account when choosing emergency service providers and that such information can help increase coordination in the network, leading to improvements in the performance of the network, as measured by emergency department wait times. Our numerical results indicate that the level of coordination that can be achieved is limited by the patients' sensitivity to waiting, the load of the system, the heterogeneity among hospitals, and, importantly, the method hospitals use to estimate delays. We show that delay estimators that are based on historical averages may cause oscillation in the system and lead to higher average wait times when patients are sensitive to delay. We provide empirical evidence that suggests that such oscillations occur in hospital networks in the United States. History: Accepted by Gad Allon, operations management. Keywords: delay announcements * queueing network coordination * join the shortest queue * load balancing * cost of waiting, 1. Introduction Delay announcements, commonplace in service systems, can be used to influence quality perceptions and customer sentiment toward the service provider. In addition, such announcements can affect customer choices, [...]

Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach Modern service systems are economically important but operationally complex. In "Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach," Ingolfsson, Mandelbaum, Schultz, and Yom-Tov discuss how this special issue advances the scientific study of queues in services systems by acknowledging the central role of human behavior. Behavioral queueing science requires a multidisciplinary approach, using tools that include mathematical modelling, lab experiments and field studies. Each discipline has strengths and weaknesses, but together they have complementing goals, and jointly they give rise to a scientific paradigm for behavioral queues. Cross-disciplinary work is challenging but necessary. The eleven papers in our special issue show how this can be done successfully while setting an example for future work. History: This paper has been accepted for the Operations Research Special Issue on Behavioral Queueing Science. [ABSTRACT FROM AUTHOR]

We analyze a queueing model that we call Erlang-R, where the 'R' stands for reentrant customers. Erlang-R accommodates customers who return to service several times during their sojourn within the [...]

Many service systems exhibit service slowdowns when the system is congested. Our goal in this paper is to investigate this phenomenon and its effect on system performance. We modify the Erlang-A model to account for service slowdowns and carry out the performance analysis in the quality- and efficiencydriven (QED) regime. We find that when the load sensitivity is low, the system can achieve QED performance, but the square-root staffing parameter requires an adjustment to achieve the same performance as an ordinary Erlang-A queue. When the load sensitivity is high, the system alternates randomly between a QED and an efficiency-driven (ED) regime performance levels, a phenomenon that we refer to as bistability. We analyze how the system scale and model parameters affect the bistability phenomenon and propose an admission control policy to avoid ED performance. [ABSTRACT FROM AUTHOR]