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Queue area
View on Wikipediafrom Wikipedia
 | The examples and perspective in this article may not represent a worldwide view of the subject. (March 2015) |
Queue areas are places in which people queue (first-come, first-served) for goods or services. Such a group of people is known as a queue (British usage) or line (American usage), and the people are said to be waiting or standing in a queue or in line,[a] respectively.[1] Occasionally, both the British and American terms are combined to form the term "queue line".[2][3]
Examples include checking out groceries or other goods with a cashier, at a self service shop, at an ATM, at a ticket desk, a city bus, or in a taxi stand.
Queueing[4] is a phenomenon in a number of fields, and has been extensively analysed in the study of queueing theory. In economics, queueing is seen as one way to ration scarce goods and services.
Types
[edit]Physical
[edit]History
[edit]
The first written description of people standing in line is found in an 1837 book, The French Revolution: A History by Thomas Carlyle.[5] Carlyle described what he thought was a strange sight: people standing in an orderly line to buy bread from bakers around Paris.[5]
Typical applications
[edit]
Queues can be found in railway stations to book tickets, at bus stops for boarding and at temples.[6][7][8]
Queues are generally found at transportation terminals where security screenings are conducted.
Large stores and supermarkets may have dozens of separate queues, but this can cause frustration, as different lines tend to be handled at different speeds; some people are served quickly, while others may wait for longer periods of time. Sometimes two people who are together split up and each waits in a different line; once it is determined which line is faster, the one in the slower line joins the other. Another arrangement is for everyone to wait in a single line;[9] a person leaves the line each time a service point opens up. This is a common setup in banks and post offices.
Organized queue areas are commonly found at amusement parks. Each ride can accommodate a fixed number of guests that can be served at any given time (which is referred to as the ride’s operational capacity), so there has to be some control over additional guests who are waiting. This led to the development of formalized queue areas—areas in which the lines of people waiting to board the rides are organized by railings, and may be given shelter from the elements with a roof over their heads, inside a climate-controlled building or with fans and misting devices. In some amusement parks – Disney theme parks being a prime example – queue areas can be elaborately decorated, with holding areas fostering anticipation, thus shortening the perceived wait for people in the queue by giving them something interesting to look at as they wait, or the perception that they have arrived at the threshold of the attraction.
Design
[edit]
When designing queues, planners attempt to make the wait as pleasant and as simple as possible.[citation needed][10] They employ several strategies to achieve this, including:
- Expanding the capacity of the queue, thus allowing more patrons to have a place. This can be achieved by:
- Increasing the width of the lanes within the queue
- Increasing the length of the queue, sometimes by designing the line in a zig-zag shape that holds a large number of guests in a smaller area. This is used often at amusement parks. Notable rides have a large area of this kind of line to hold as many people as possible in line. Portions of the line can be sectioned off and bypassed by guests if the queue is not crowded.
- In-line entertainment can be added. This is popular at amusement parks like Walt Disney World, which uses video screens and other visuals to keep people in the queue area occupied.
- Secondary queue areas for patrons with special tickets, like the FastPass system used at Disney parks, or the Q-bot as used in Legoland Windsor.
Psychology
[edit]People experience "occupied" time as shorter than "unoccupied" time, and generally overestimate the amount of time waited by around 36%.[11]
The technique of giving people an activity to distract them from a wait has been used to reduce complaints of delays at:[11]
- Baggage claim in the Houston, Texas airport, by moving the arrival gates further away so passengers spend more time walking than standing around waiting
- Elevators, by adding mirrors so people can groom themselves or watch other people
- Retail checkout, by placing small items for purchase so customers can continue shopping while waiting
Other techniques to reduce queueing anxiety include:[11]
- Hiding the length of a line by wrapping it around a corner.
- Having only one line, so there is no anxiety about which line to choose and a greater sense of fairness. Even though the average wait over time is the same, customers tend to notice lines that are moving faster than they are compared to other lines moving more slowly.
- Putting up signs that deliberately overestimate the wait time, to always exceed customer expectations.
Cutting in line, also known as queue-jumping, can generate a strong negative response, depending on the local cultural norms.
Virtual
[edit]
Physical queueing is sometimes replaced by virtual queueing. In a waiting room there may be a system whereby the queuer asks and remembers where their place is in the queue, or reports to a desk and signs in, or takes a ticket with a number from a machine. These queues typically are found at doctors' offices, hospitals, town halls, social security offices, labor exchanges, the Department of Motor Vehicles, the immigration departments, free internet access in the state or council libraries, banks or post offices and call centres. Especially in the United Kingdom, tickets are taken to form a virtual queue at delicatessens and children's shoe shops. In some countries such as Sweden, virtual queues are also common in shops and railway stations. A display sometimes shows the number that was last called for service.
Restaurants have come to employ virtual queueing techniques with the availability of application-specific pagers, which alert those waiting that they should report to the host to be seated. Another option used at restaurants is to assign customers a confirmed return time, basically a reservation issued on arrival.
Virtual queueing apps are available that allow the customers to view the virtual queue status of a business and they can take virtual queue numbers remotely. The app can be used to get updates of the virtual queue status that the customer is in.
Alternate activities
[edit]A substitute or alternative activity may be provided for people to participate in while waiting to be called, which reduces the perceived waiting time and the probability that the customer will abort their visit. For example, a busy restaurant might seat waiting customers a bar. An outdoor attraction with long virtual queues might have a side marquee selling merchandise or food. The alternate activity may provide the organisation with an opportunity to generate additional revenue from the waiting customers.[12]
Mobile
[edit]All of the above methods, however, suffer from the same drawback: the person arrives at the location only to find out that they need to wait. Recently, queues at DMVs,[13] colleges, restaurants,[14] healthcare institutions,[15] government offices[14] and elsewhere have begun to be replaced by mobile queues or queue-ahead, whereby the person queuing uses their phone, the internet, a kiosk or another method to enter a virtual queue, optionally prior to arrival, is free to roam during the wait, and then gets paged at their mobile phone when their turn approaches. This has the advantage of allowing users to find out the wait forecast and get in the queue before arriving, roaming freely and then timing their arrival to the availability of service. This has been shown to extend the patience of those in the queue and reduce no-shows.[14]
See also
[edit]Notes
[edit]References
[edit]- ^ LearnersDictionary.com
- ^ Watson, Jim. "Better layouts for queue lines". jamesrobertwatson.com. Retrieved 2018-03-18.
- ^ Chris Sawyer Productions (2002-10-15). RollerCoaster Tycoon 2 (U.S. release) (Microsoft Windows). Infogrames. Scene: Footpaths window (normal gameplay). When the cursor hovers over the queue line options for a few seconds in the "Footpaths" window, a pop-up that says "Queue line paths" appears.
- ^ Also spelled queuing."QUEUE | Meaning & Definition for UK English | Lexico.com". Lexico Dictionaries | English. Archived from the original on November 11, 2020. Retrieved 2022-01-14.
- ^ a b Keiles, Jamie Lauren (1 January 2018). "Why We Wait in Lines". Racked. Retrieved 2018-01-19.
- ^ "Queues get longer at railway station". The Hindu. Mangalore. 3 May 2012. Retrieved Mar 2, 2015.
- ^ "Many bus stops in Mumbai not in 'BEST' shape". Daily News and Analysis. Mumbai. 28 May 2011. Retrieved Mar 2, 2015.
- ^ "Shirdi: Now, pay extra for VIP 'aartis' at Sai Baba temple". NDTV. Shirdi. 17 November 2013. Retrieved Mar 2, 2015.
- ^ "Ultimate Guide to Queue Management Systems in Banks". 2023-07-16. Retrieved 2023-09-14.
- ^ Ledbetter, Jonathan (28 April 2013). "Your Wait Time From This Point Will Be . . . Practices for Designing Amusement Park Queues".
- ^ a b c Alex Stone (Aug 18, 2012). "Why Waiting Is Torture". The New York Times.
- ^ Supalocal, "Master the art of substitution", April 12, 2011, accessed July 11, 2011.
- ^ DMV’s New Line Management System is Available Online Archived July 26, 2011, at the Wayback Machine.
- ^ a b c "Exit waiting in line, enter QLess". Vator.tv. 2010-01-14. Retrieved 2010-09-23.
- ^ "Could your practice's waiting area become obsolete? : Noteworthy – A Family Practice Management blog". Blogs.aafp.org. Retrieved 2010-09-23.
Further reading
[edit]- Maister, D.H. (1988). Managing Services: Marketing, Operations and Human Resources. Prentice-Hall.
- Mercer, David. Redefining marketing in the multi-channel age. Wiley.
External links
[edit]
Wikimedia Commons has media related to Queues.
- For insight into the British habit of queueing, see standinaqueue
Queue area
View on Grokipediafrom Grokipedia
A queue area is the designated physical or spatial region within service-oriented environments where customers, vehicles, or entities form an orderly waiting line prior to receiving attention from servers or resources.[1] These areas are integral to queuing systems, characterized by arrival processes, service mechanisms, queue discipline—typically first-in, first-out (FIFO)—and finite or infinite capacity, which collectively determine wait times and system performance.[2] In operations management, effective queue area design minimizes congestion by balancing stochastic arrival rates against service capacities, often modeled mathematically to predict lengths and delays, thereby enhancing throughput and reducing customer abandonment or reneging.[1] Notable characteristics include variability in interarrival and service times, which amplify queue buildup under high utilization, and behavioral factors such as jockeying between lines or balking when queues appear excessive.[2] Modern implementations incorporate signage, barriers, or digital tools like virtual queues to optimize space utilization and perceived wait times, with empirical studies showing that visible progress indicators can improve tolerance for delays despite actual durations remaining unchanged.[3]
Fundamentals
Definition and Core Concepts
A queue area is a designated physical space where individuals form a line on a first-come, first-served basis to await goods, services, or access to a resource, such as in retail outlets, transportation hubs, or administrative facilities.[4] This arrangement enforces sequential order to manage demand exceeding immediate supply capacity, preventing disorganized crowding and potential conflicts over priority.[5] The core purpose is to balance arrival rates of participants with service processing times, thereby maintaining system efficiency without excessive balking—where arrivals leave due to perceived long waits—or reneging, where queued individuals abandon the line.[1] Key concepts include queue discipline, which dictates selection order from the waiting line, with first-in-first-out (FIFO) as the predominant rule to promote equity and predictability in most real-world applications like checkout counters or boarding gates.[6] Queue capacity refers to the finite spatial limits of the area, beyond which overflow occurs, potentially spilling into adjacent zones and disrupting flow; for instance, in high-density settings, designs incorporate barriers or markings to delineate boundaries and maximize throughput. Another foundational element is the distinction between single-queue (serpentine lines feeding multiple servers) and multiple-queue setups (parallel lines per server), where the former reduces variance in wait times but may foster perceptions of unfairness if faster servers are visible.[7] These concepts underpin the causal dynamics of queue areas: arrivals follow stochastic patterns modeled by parameters like mean interarrival time, while service follows distributions such as exponential for variable task durations, influencing steady-state queue lengths and average sojourn times (wait plus service).[8] Empirical data from service systems, such as banks or airports, consistently show that unmanaged queue areas lead to 20-30% higher abandonment rates compared to structured ones, highlighting the need for spatial optimization to align with human behavior under scarcity.[3]Queuing Theory Foundations
Queuing theory provides the mathematical framework for analyzing waiting lines in queue areas, modeling the stochastic nature of customer arrivals, service times, and system capacity to predict performance metrics such as average wait times and queue lengths. Originating from the practical needs of telecommunications, the field was pioneered by Danish engineer Agner Krarup Erlang, who in 1909 published the first paper applying probability to estimate the number of telephone lines required to minimize delays at the Copenhagen Telephone Exchange.[9] Erlang's work introduced key concepts like the Erlang distribution for call holding times and formulas for the probability that an arriving call would face delay, laying the groundwork for treating queues as birth-death processes where arrivals represent "births" and service completions "deaths." Central to queuing theory are the components of arrival processes, typically modeled as Poisson distributions with rate λ (customers per unit time), service times following exponential distributions with rate μ, and queue disciplines such as first-in-first-out (FIFO). Systems are classified using Kendall's notation (introduced in 1953), denoted as A/B/c, where A specifies the arrival process (e.g., M for Markovian/Poisson), B the service time distribution (e.g., M for exponential), and c the number of servers.[10] A foundational result, Little's Law, proved by John Little in 1961, states that for a stable queuing system, the long-run average number of customers in the system (L) equals the arrival rate λ multiplied by the average time a customer spends in the system (W), or L = λW; this holds under broad conditions including non-stationary and non-Markovian processes, provided λ and W are finite.[11] The simplest non-trivial model, the M/M/1 queue, assumes Poisson arrivals, exponential service times, infinite queue capacity, and a single server; stability requires utilization ρ = λ/μ < 1, with steady-state average queue length L_q = ρ²/(1 - ρ) and average waiting time in queue W_q = (λ/μ) / (μ - λ).[12] Performance measures derived from such models include server utilization (ρ), the probability of zero customers (1 - ρ), and the probability of waiting (ρ), enabling first-principles predictions of congestion in queue areas like retail or service counters. These foundations extend to multi-server M/M/c models and more complex variants, emphasizing causal relationships between traffic intensity and delays without relying on deterministic assumptions.[13]Historical Development
Early Queuing Practices
The earliest documented instances of orderly queuing emerged during the French Revolution in the late 18th century, amid acute food shortages that necessitated structured waiting for bread and other staples in Paris. Thomas Carlyle's 1837 account in The French Revolution: A History provides the first written description of such lines, portraying crowds forming tails-like formations to maintain order and prevent chaos at bakeries, reflecting a nascent social norm for fairness in scarcity-driven distribution.[14][15] Prior to this, historical records indicate no systematic evidence of linear queuing in ancient or medieval societies, where access to resources in markets, temples, or public venues typically relied on jostling, social hierarchy, or patronage rather than first-in-line precedence; for instance, Roman forums or Egyptian grain distributions favored elites or used informal clusters without enforced order.[16] The shift toward queuing coincided with urbanization and industrialization in Europe, as population density in cities like London and Manchester during the early 19th century amplified competition for limited goods and services, such as factory shifts or public transport, fostering voluntary adherence to lines as a mechanism for conflict avoidance and equitable rationing.[17] In Britain, queuing solidified as a cultural practice by the 1830s, influenced by French precedents and reinforced through parliamentary enclosures and welfare distributions that required sequential processing; etiquette guides from the Victorian era began codifying it as a marker of civility, contrasting with more anarchic waiting in non-industrial contexts.[16] This early form lacked formal infrastructure, relying instead on implicit social enforcement, where deviations risked ostracism, laying groundwork for later formalized queue areas in response to growing commercial and bureaucratic demands.[18]Emergence of Queuing Theory
Queuing theory emerged in the early 20th century through the work of Danish mathematician and engineer Agner Krarup Erlang, who addressed inefficiencies in telephone systems at the Copenhagen Telephone Exchange, where he was employed from 1897.[9] Erlang's research focused on modeling the probabilistic nature of incoming calls, server capacities, and waiting times to optimize trunk lines and reduce congestion without overprovisioning resources.[19] In 1909, he published his seminal paper, "The Theory of Probabilities and Telephone Conversations," introducing key concepts such as the Erlang distribution for call holding times and formulas for calculating the probability of delays in multi-line systems assuming Poisson arrivals and exponential service times.[9][20] Erlang's approach represented a departure from deterministic engineering practices, instead applying probabilistic methods derived from first principles of random processes to predict system performance under varying loads.[19] His 1917 paper, "Solution of Some Problems in the Theory of Probabilities of Significance in Automatic Telephone Exchanges," extended these ideas to automatic switching systems, deriving the Erlang B and Erlang C formulas for blocked and delayed calls, respectively, which remain foundational for traffic engineering.[19] These contributions formalized queuing as a mathematical discipline, emphasizing steady-state analysis and the trade-offs between service quality and resource utilization, initially validated through empirical data from Danish telephone operations.[20] Following Erlang's death in 1929, his unpublished manuscripts were compiled and published in 1948 as "Erlang's Paper on the Grading of Telephony Lines," preserving his methodologies for broader application.[9] The field's emergence gained momentum during World War II, as operations research teams in Britain and the U.S. adapted Erlang's models to military logistics, such as convoy routing and repair queues, leading to exponential growth in theoretical extensions by mathematicians like R. L. Disney and P. M. Morse in the 1940s and 1950s.[19] This period marked queuing theory's transition from telephony-specific tools to a general framework for analyzing service systems, though early limitations included assumptions of infinite queues and Markovian processes that overlooked real-world variability until later refinements.[20]Physical Queue Areas
Design and Layout Principles
Design principles for physical queue areas emphasize optimizing customer flow, minimizing perceived wait times, and ensuring safety through structured spatial arrangements. Core layouts include straight-line formations, suitable for low-volume or constrained spaces where direct progression to service points reduces navigation errors, and serpentine (or zigzag) configurations, which consolidate multiple parallel lines into a single serpentine path feeding several servers. Serpentine designs enhance fairness by eliminating the need for customers to select the shortest line, thereby reducing variability in wait times as slower servers do not disproportionately burden specific queues; empirical observations in high-traffic settings like airports and retail outlets confirm this reduces queue-jumping and improves equity compared to parallel lines.[21][22] Space utilization in queue layouts requires allocating 36 to 42 inches of linear space per person in relaxed environments to accommodate personal comfort and prevent crowding, while denser setups in high-throughput areas like security checkpoints may compress to 24-30 inches under controlled conditions to maximize throughput without inducing panic. Barriers such as retractable belts or modular stanchions delineate queue paths, preventing spillover into adjacent areas and facilitating scalability; for instance, folding serpentine queues can achieve up to 30% higher floor space efficiency than extended straight lines by reusing pathways. Visibility to service counters or digital displays is critical, with layouts positioned to allow queued individuals to monitor progress, which studies in service operations indicate can lower abandonment rates by providing psychological reassurance of eventual service.[23][24][25] Guidance elements integrate signage, flooring markings, and overhead indicators to direct entrants to queue starts, reducing hesitation and cross-traffic; in airport terminals, for example, color-coded signage and angled barriers have been shown to cut entry confusion by directing overflow passengers efficiently. Single-line systems, often serpentine, demonstrably accelerate overall flow by 30% in multi-server scenarios by load-balancing across tills or counters, as opposed to fragmented parallel queues where uneven service rates cause bottlenecks. These principles draw from operational data in retail and transportation hubs, prioritizing causal factors like server utilization over subjective comfort alone to achieve measurable reductions in average wait times and customer attrition.[26][24][27]Common Applications
Queue areas find widespread application in retail settings, particularly supermarkets and grocery stores, where customers line up at checkout counters to complete purchases. Efficient queue management in such environments has been modeled using queuing theory, as demonstrated in a 2020 case study of supermarkets in Makurdi, Nigeria, which applied the M/M/1 model to optimize service rates and reduce average wait times.[28] Surveys indicate that 83% of shoppers view fast-moving queues as an essential component of the customer experience, with 76% believing stores should invest more in reducing peak-period lines.[29] In banking and financial institutions, physical queues form at teller stations for deposits, withdrawals, and other transactions, often employing linear queuing to ensure fairness and minimize wait times.[24] Restaurants utilize queue areas outside entrances or at host stands during peak hours to manage diner flow, with single-line systems preferred in many establishments to balance perceived equity and throughput.[30] Transportation hubs, including airports and train stations, rely on queue areas for check-in, security screening, and boarding processes to handle high volumes of passengers. The global airport queue management market reached USD 732.4 million in 2024, reflecting the scale of these applications amid efforts to streamline passenger flows.[31] Public bus stops and taxi stands also feature queue lines to organize boarding and prevent disorder.[32] Healthcare facilities deploy queue areas in clinics and hospitals to sequence patient consultations and treatments, integrating systems like ticket kiosks to mitigate anxiety from prolonged waits.[33] Government services, such as departments of motor vehicles (DMVs) and post offices, use queues for licensing, permit issuance, and mail processing, where linear formations enhance order in high-traffic public spaces.[34] Amusement parks maintain extended queue areas for popular rides, guiding visitors through serpentine layouts to accommodate crowds while preserving safety and flow.[34]Psychological Dynamics
Individuals in queue areas often overestimate actual waiting times, with studies indicating perceptions can exceed reality by up to 36%. [35] [36] This distortion arises from unoccupied time feeling longer than occupied time, as idle waiting amplifies boredom and impatience, whereas activities like reading or entertainment compress subjective duration. [35] Uncertainty exacerbates this effect; unknown or indefinite waits are perceived as longer than finite, communicated ones, heightening anxiety levels. [35] Emotional responses during queuing include frustration and stress, driven by elevated cortisol and adrenaline from prolonged alertness without progress. [37] Perceived unfairness, such as slower service ahead or queue jumping, intensifies dissatisfaction more than wait length alone, as individuals prioritize equity in resource allocation. [35] In crowded queues, social pressure from those behind can induce discomfort and reduce participation, potentially escalating to aggression toward staff if procedural justice is lacking. [38] Solo waiters experience heightened isolation compared to groups, where social interaction mitigates tedium. [35] Behavioral phenomena include "last place aversion," where individuals strategically switch lines to avoid trailing positions, even if it prolongs overall waits, reflecting risk aversion over optimization. Social norms enforce orderly conduct, with longer queues behind validating persistence via conformity, though violations like cutting provoke retaliation to uphold implicit rules. [39] Queue format influences outcomes; single serpentine lines foster fairness perceptions over multiple parallel ones, reducing variance in satisfaction tied to service speed differences. [40] These dynamics underscore that psychological tolerance hinges on expectations met or exceeded, with under-delivery yielding disproportionate discontent relative to over-delivery gains. [41]Virtual and Digital Queue Areas
Implementation and Technologies
Virtual queue systems are typically implemented as software-as-a-service (SaaS) platforms that enable remote check-ins via mobile apps, web portals, or kiosks, allowing users to secure a position without physical presence. These systems process user registrations, maintain ordered lists of participants, and trigger notifications for progression, often using a centralized backend to synchronize data across devices. Implementation involves integrating frontend interfaces for user interaction with backend logic for queue management, ensuring fault-tolerant operations through redundant servers and data replication.[42][43] Core technologies include cloud infrastructure such as AWS or Azure for hosting scalable services, which handle variable loads from high-traffic events like ticket sales or check-ins. Databases like PostgreSQL for structured queue states or MongoDB for flexible user metadata store positions, timestamps, and priorities, supporting atomic updates to prevent race conditions during concurrent joins or advances. Real-time communication relies on WebSockets or long-polling for live updates and push notification services like Firebase Cloud Messaging for mobile alerts, supplemented by SMS gateways for broader reach.[44][45] Event-driven architectures, employing message brokers such as Apache Kafka or RabbitMQ, decouple queue events—like user arrivals or service completions—from processing logic, enabling asynchronous handling and improved resilience. APIs, often RESTful or GraphQL-based, facilitate integrations with enterprise systems including customer relationship management (CRM) tools and point-of-sale (POS) terminals, automating workflows such as priority queuing for VIPs. Security measures incorporate token-based authentication (e.g., JWT) and encryption for data in transit, addressing vulnerabilities in public-facing apps.[46][47] Analytics engines, powered by tools like Elasticsearch or integrated BI platforms, aggregate metrics on wait times, abandonment rates, and throughput, informing dynamic adjustments such as queue throttling. For web-based virtual queues, client-side JavaScript frameworks manage waiting room interfaces, redirecting excess traffic to holding patterns until capacity allows progression, as seen in high-demand scenarios like e-commerce launches. Hybrid implementations may combine these with on-premises hardware for edge cases, but cloud-native designs predominate for cost-efficiency and rapid deployment.[48][49]User Engagement During Waits
In virtual queue systems, user engagement strategies focus on mitigating the psychological burden of waiting by delivering real-time updates and interactive content through mobile apps or web interfaces, allowing users to multitask without physical presence. These approaches leverage notifications for queue position and estimated time of service (ETD) to set accurate expectations, which research shows can reduce perceived wait times by up to 40% compared to traditional linear queues.[50][51] Field experiments in service environments confirm that virtual queuing enables users to pursue alternative activities, such as shopping or working, thereby lowering pre-service complaints without adversely affecting satisfaction during actual service delivery.[52] Entertainment integrations, including gamified elements or personalized content feeds, further enhance engagement by distracting users from wait duration. A 2020 study on theme park queues demonstrated that app-based games reduced subjective wait times by shifting cognitive focus, with participants reporting 15-20% shorter perceived durations when interactive distractions were available.[53] Similarly, digital platforms often incorporate promotional offers, educational tips, or social sharing features during holds, fostering positive brand associations; for instance, e-commerce virtual queues during high-demand launches use progress visualizations and upsell prompts to maintain user interest, as evidenced by adoption metrics from platforms like Waitwhile, where engaged users exhibit 25% higher retention rates.[45] Empirical data from healthcare settings, such as emergency departments implementing queue management apps, indicate that combining engagement tools with transparent ETD displays improves overall satisfaction scores by 10-15%, particularly when users receive proactive alerts for queue advancements.[54] However, effectiveness depends on system reliability; poorly calibrated updates can amplify frustration if actual waits deviate significantly from predictions, underscoring the need for algorithmic precision in engagement design.[41]Recent Advancements
In recent years, virtual and digital queue systems have incorporated artificial intelligence (AI) and machine learning (ML) to enable predictive analytics, allowing platforms to forecast demand surges and dynamically adjust queue capacities. These advancements optimize wait times by analyzing historical data and real-time user behavior, reducing abandonment rates in online environments such as e-commerce flash sales or virtual service portals. For example, AI algorithms now integrate natural language processing to handle user queries during waits, providing personalized updates via chatbots.[55][56] Cloud-based virtual waiting rooms have evolved to support omnichannel integration, merging web, mobile, and app-based queuing for seamless scalability during high-traffic events. Solutions like Queue-it, which manages online traffic spikes, have refined fair queuing mechanisms using randomized position assignment to mitigate bot interference and ensure equitable access. In July 2024, Q-nomy launched Q-Flow 6.4, enhancing virtual queue orchestration with improved appointment syncing and analytics dashboards for operators.[57][58] The global queue management market, encompassing digital variants, expanded from USD 793.8 million in 2023 to a projected USD 1.22 billion by 2030, fueled by these digital innovations amid rising remote service demands post-pandemic. Emerging integrations of Internet of Things (IoT) sensors with digital platforms enable hybrid monitoring, where virtual queues sync with physical endpoints for predictive staffing. Computer vision technologies, powered by AI, further advance queue estimation in semi-virtual setups by processing video feeds to simulate digital wait predictions.[59][60][61]Mobile Queue Management
Systems and Features
Mobile queue management systems utilize smartphone applications to facilitate remote queue participation, allowing users to join lines virtually, receive real-time updates on wait times, and arrive at service points only when notified of their impending turn. These systems typically integrate backend software for queue orchestration with user-facing mobile apps, enabling check-ins via QR code scans, geolocation, or manual entry without requiring on-site hardware beyond staff terminals.[62][63] Key features encompass virtual queuing, where customers secure a position in line through the app, bypassing physical lines and reducing congestion at entry points; this is achieved via timestamped digital tickets that maintain first-in-first-out ordering unless priority rules apply.[64][65] Real-time estimated wait time calculations, derived from service throughput data and current queue length, are pushed to users' devices, with accuracy improving through machine learning adjustments for variables like service variability.[3] Automatic notifications, delivered as push alerts or SMS, inform users of position advancements, turn readiness, or delays, often customizable for preferred communication channels.[65][66] Additional functionalities include multi-channel integration, supporting hybrid access via apps, web portals, or kiosks for broader compatibility; centralized dashboards for operators to monitor queue dynamics, reassign positions, or broadcast updates; and analytics modules tracking metrics such as average wait times, abandonment rates, and peak-hour patterns to inform staffing decisions.[64][67] Customization options allow businesses to configure priority queues (e.g., for VIPs or emergencies), embed promotional content during waits, or link to payment gateways for seamless transactions upon arrival.[65] Security features, including encrypted data transmission and user authentication via biometrics or OTP, ensure privacy compliance with standards like GDPR.[63] Technologically, these systems rely on cloud-based servers for scalable queue state management, APIs for third-party integrations (e.g., CRM or POS systems), and mobile SDKs enabling offline-capable apps with sync upon reconnection; location services may supplement check-ins in venue-specific deployments, while AI-driven forecasting optimizes resource allocation.[68][3] Adoption in sectors like retail, healthcare, and airports has demonstrated wait time reductions of up to 50% in controlled studies, attributed to decreased no-shows and efficient throughput.[63]Efficiency and Adoption Trends
Mobile queue management systems enhance operational efficiency by enabling customers to join virtual lines through smartphone applications, receive real-time notifications, and arrive only when their turn approaches, thereby minimizing on-site congestion and allowing productive use of wait time. In healthcare settings, such as outpatient clinics, implementation of mobile check-in features has reduced patient wait times by approximately 25%, as individuals can monitor their position remotely and avoid unnecessary physical presence. This approach also optimizes staff utilization by providing predictive analytics on queue volumes, which can decrease service delivery times by up to 30% through better scheduling and resource matching, according to analyses of service optimization practices.[69][70][71] Furthermore, these systems lower customer abandonment rates, which can exceed 90% in traditional queues due to frustration, by decoupling waiting from idling at the service point and integrating features like estimated time-of-arrival updates. Empirical data from banking and retail implementations indicate improved throughput, with virtual queuing facilitating higher transaction volumes without proportional increases in physical infrastructure. Efficiency gains are particularly pronounced in high-volume environments, where mobile integration with IoT sensors enables dynamic load balancing, reducing peak-hour bottlenecks.[72][73] Adoption of mobile queue management has accelerated since 2020, driven by the COVID-19 pandemic's emphasis on contactless interactions, with virtual queuing segments capturing 38% of the broader queue management market share by 2024. The global virtual queue management system market, valued at USD 362.6 million in 2024, is projected to reach USD 582 million by 2032, reflecting a compound annual growth rate (CAGR) of 6.1%, fueled by expansions in healthcare, retail, and government services. Post-pandemic, adoption rates rose by 15% across industries in 2023, as reported by providers like Qmatic, amid broader digital transformation trends prioritizing data-driven customer flow.[74][75][58] Key drivers include smartphone penetration exceeding 80% in developed markets and regulatory pushes for efficiency in public sectors, though uptake varies by region, with North America leading at a 5.6% CAGR through 2031 due to advanced tech infrastructure. Challenges to broader adoption persist in low-digital-literacy demographics, yet integrations with popular apps have boosted accessibility, projecting sustained growth at 7.9% CAGR for virtual systems through 2034.[76][77]Fairness and Efficiency Considerations
Principles of Fair Queuing
Fair queuing in physical queue areas fundamentally relies on the first-come, first-served (FCFS) principle, which dictates that customers arriving earlier receive service priority based on objective arrival order, thereby minimizing arbitrary advantages and promoting temporal equity.[78] This approach aligns with causal expectations of sequence preservation, as deviations like line-cutting introduce inefficiencies and disputes, empirically linked to higher abandonment rates when order is violated.[79] FCFS ensures that wait times reflect arrival timing rather than social influence or physical positioning, fostering perceived procedural justice across diverse settings such as retail or public services.[80] To enhance fairness, queue designs often incorporate single-line, multiple-server configurations, where one serpentine queue feeds several service points, preventing inequities from parallel lines where variance in service speed disadvantages those in slower queues.[81] Empirical observations confirm this reduces average perceived wait times and complaints, as it equalizes access to the fastest servers without requiring customers to select lines strategically, which can exacerbate inequalities for less informed participants.[25] Transparency in queue rules—such as visible numbering systems or digital displays of position and estimated wait—further bolsters trust by allowing individuals to verify adherence to FCFS, mitigating uncertainty that amplifies dissatisfaction.[82] While FCFS forms the baseline, limited deviations for verifiable urgency, such as medical needs, can maintain overall fairness if applied consistently and communicated upfront, though studies indicate such priorities risk ex ante perceptions of inequity among non-prioritized customers unless tied to objective criteria like arrival-adjusted service shares.[83] Quantified fairness metrics in queuing research emphasize egalitarian resource allocation, where each participant receives proportional server access relative to time invested, rejecting subjective entitlements that undermine system stability.[80] Enforcement mechanisms, from social norms to ticket-based virtual queues, are essential to deter jumping, with data showing that unmonitored queues experience up to 20-30% higher violation rates in high-density environments.[84]Optimization Strategies
Optimization strategies for queue areas aim to minimize average wait times and variance while upholding principles of equitable service allocation, such as first-come-first-served (FCFS) ordering, which empirical studies confirm enhances perceived fairness and reduces customer abandonment rates.[80][85] In physical settings like retail or service counters, a primary approach involves configuring queues as a single serpentine line feeding multiple servers, which balances workload distribution and curtails the maximum wait time experienced by any individual compared to parallel independent queues; this configuration has been shown to improve throughput by ensuring no server idles while customers remain in line.[86][27] Dynamic staffing adjustments, informed by real-time queue monitoring via sensors or computer vision, further optimize efficiency by reallocating personnel to high-demand points, potentially reducing peak wait times by 20-30% in monitored retail environments through predictive analytics that forecast arrival patterns.[87][88] Integrating self-service kiosks or automated checkouts complements this by diverting low-complexity transactions, preserving server capacity for complex queries and maintaining FCFS equity among human-attended lines.[89][90] To reconcile efficiency gains with fairness, hybrid priority systems—such as reserved lanes for verified urgent needs (e.g., mobility-impaired individuals)—can be implemented without undermining overall FCFS, provided they constitute a minority allocation; studies indicate that such targeted deviations are tolerated when transparently communicated, avoiding the resentment elicited by opaque or broad priority privileges that inflate variance in wait times. Virtual queueing, where participants receive timed callbacks via mobile apps, extends these principles by decoupling physical presence from wait duration, allowing productive use of time and reducing congestion; adoption in services like banking has correlated with 15-25% drops in effective wait perception, though it requires robust anti-gaming measures to preserve arrival-order integrity.[92][93] Information transparency, including digital displays of estimated wait times derived from historical and current data, mitigates fairness concerns by aligning expectations with reality, thereby lowering abandonment and enhancing tolerance for variability; field experiments demonstrate this reduces perceived inequity by up to 40% in multi-server setups.[94] Overall, these strategies prioritize causal mechanisms like load balancing and stochastic arrival modeling over ad hoc interventions, with quantifiable metrics such as Jain's fairness index applied to validate equitable outcomes in queueing performance evaluations.[85]Controversies and Ethical Issues
Priority queuing systems, which allow customers to pay for expedited service in areas such as airports and theme parks, have sparked debates over fairness and social equity. Critics argue that these "Lexus lanes" or fast passes undermine egalitarian principles by privileging wealthier individuals, effectively creating a two-tier system where lower-income users face longer waits, potentially exacerbating economic inequality.[95][96] In theme parks, for instance, multi-level queuing has been shown to collide social justice ideals with market-driven equity, as paying for priority benefits one group at the expense of others, leading to perceptions of injustice among non-priority users.[97] Proponents counter that such systems enhance overall efficiency by incentivizing revenue for infrastructure improvements, though empirical studies highlight risks of reduced trust due to opaque prioritization.[98] In electoral contexts, long queues at polling stations have raised ethical concerns about disenfranchisement, particularly when wait times disproportionately affect minority voters. Data from the 2020 U.S. elections indicate that Black and Latino voters experienced average waits exceeding 45 minutes in some states, compared to under 15 minutes for white voters, attributed to fewer polling resources in high-density minority areas following reductions post-2013 Voting Rights Act changes.[99][100] While some analyses frame these disparities as intentional suppression tactics, others attribute them to logistical failures in queue management and resource allocation under queuing theory constraints, without evidence of deliberate targeting.[101][102] Such inefficiencies not only deter participation— with studies showing each additional hour of wait reducing turnout by up to 2.2%—but also amplify ethical dilemmas over equal access in democratic processes.[103] Broader ethical issues in queue management include discrimination risks from class-based prioritization and circumvention practices like line-sitting, where individuals hire proxies to hold places, distorting first-come-first-served norms. In queuing models, metrics such as discrimination frequencies quantify how priority schemes favor certain classes, potentially leading to biased outcomes in resource-limited settings.[80][104] Line-sitting, prevalent in high-demand scenarios like product launches, raises questions of fairness as it commodifies time, benefiting those with means while frustrating others, though it can optimize efficiency by professionalizing waits.[105] Transparency deficits in digital or virtual queues further erode trust, as hidden algorithms may inadvertently perpetuate biases without accountability.[98] Balancing these tensions requires fairness indices that weigh efficiency gains against equitable treatment, as explored in sociotechnical frameworks.[106]References
- https://www.[researchgate](/page/ResearchGate).net/publication/228869262_Quantifying_Fairness_in_Queueing_Systems_Principles_and_Applications