Some Initial Reading for IEOR 4615, Spring 2015
The Role of Services in an Economy,
Chapter 1 from Service Management by J. and M. Fitzsimmons, fourth edition, 2004. (Book to be on reserve for the course.)
Introduction to Queueing Methods,
Chapter 1 from Queueing Methods: for Services and Manufacturing by R. Hall, 1991. (Book to be on reserve for the course.)
The Psychology of Waiting Lines,
by David Maister, 1985,
in the book, The Service Encounter edited by J. A. Czepiel,
M. R. Solomon and F. C. Surpenant, Lexington Books, Lexington, MA, 113--123.
Queue Management: There is No Magic in Managing Theme Parks,
by Peter van Lith, May 29, 2002.
Taken from Multi Motions. (Multi Motions specializes in the development of advanced applications for theme parks, including capacity- and queue management systems.)