{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,3]],"date-time":"2026-06-03T06:56:29Z","timestamp":1780469789933,"version":"3.54.1"},"publisher-location":"Cham","reference-count":48,"publisher":"Springer International Publishing","isbn-type":[{"value":"9783030503406","type":"print"},{"value":"9783030503413","type":"electronic"}],"license":[{"start":{"date-parts":[[2020,1,1]],"date-time":"2020-01-01T00:00:00Z","timestamp":1577836800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"},{"start":{"date-parts":[[2020,1,1]],"date-time":"2020-01-01T00:00:00Z","timestamp":1577836800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2020]]},"abstract":"<jats:title>Abstract<\/jats:title>\n          <jats:p>Queuing systems manage the order of customers waiting for their service encounter fairly and equitably and influence the perception of their experience in a physical retail store. In this field study, we investigate a self-service and a human-operated queuing system, both offering additional features, designed to offer a higher level of personalization and convenience for the customer\u2019s waiting time. Our study shows that advanced queuing technologies in stores, with generally low customer frequency and short waiting times, show no statistically significant effect on a customer\u2019s perception of the overall customer experience, satisfaction or intention to repurchase. However, customers were satisfied with the technologies and evaluated their queuing experience as effortless, easy and quick, which shows general support for those technologies. Beyond the statistical analysis, our mixed-method approach contributes to a broad understanding of advanced queuing technology for practitioners, retailers and developers of such systems.<\/jats:p>","DOI":"10.1007\/978-3-030-50341-3_12","type":"book-chapter","created":{"date-parts":[[2020,7,9]],"date-time":"2020-07-09T23:21:31Z","timestamp":1594336891000},"page":"141-157","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":5,"title":["The Effect of Queuing Technology on Customer Experience in Physical Retail Environments"],"prefix":"10.1007","author":[{"given":"Gabriele","family":"Obermeier","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Robert","family":"Zimmermann","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Andreas","family":"Auinger","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2020,7,10]]},"reference":[{"key":"12_CR1","doi-asserted-by":"crossref","first-page":"138","DOI":"10.1177\/1094670509336744","volume":"12","author":"CM Voorhees","year":"2009","unstructured":"Voorhees, C.M., Baker, J., Bourdeau, B.L., Brocato, E.D., Cronin Jr., J.J.: It depends: moderating the relationships among perceived waiting time, anger, and regret. J. Serv. Res. 12, 138\u2013155 (2009)","journal-title":"J. Serv. Res."},{"key":"12_CR2","unstructured":"KPMG: Anteil der Befragten, die aus folgenden Gr\u00fcnde lieber in Online-Shops anstatt in Ladengesch\u00e4ften einkaufen, weltweit im Jahr 2016 [Chart]. https:\/\/de.statista.com\/statistik\/daten\/studie\/786111\/umfrage\/gruende-fuer-das-online-shopping-weltweit\/"},{"key":"12_CR3","doi-asserted-by":"crossref","first-page":"895","DOI":"10.1287\/opre.35.6.895","volume":"35","author":"RC Larson","year":"1987","unstructured":"Larson, R.C.: OR forum\u2014perspectives on queues: social justice and the psychology of queueing. Oper. Res. 35, 895\u2013905 (1987)","journal-title":"Oper. Res."},{"key":"12_CR4","first-page":"44","volume":"4","author":"K Katz","year":"1991","unstructured":"Katz, K., Larson, B., Larson, R.: Prescription for the waiting-in-line blues: entertain, enlighten, and engage. Sloan Manag. Rev. 4, 44\u201353 (1991)","journal-title":"Sloan Manag. Rev."},{"key":"12_CR5","volume-title":"The Psychology of Waiting Lines","author":"DH Maister","year":"1984","unstructured":"Maister, D.H.: The Psychology of Waiting Lines. Harvard Business School, Boston (1984)"},{"key":"12_CR6","doi-asserted-by":"crossref","first-page":"20","DOI":"10.1108\/EUM0000000002522","volume":"4","author":"PJ Haynes","year":"1990","unstructured":"Haynes, P.J.: Hating to wait: managing the final service encounter. J. Serv. Mark. 4, 20\u201326 (1990)","journal-title":"J. Serv. Mark."},{"key":"12_CR7","volume-title":"Management of Service Operations: Text, Cases, and Readings","author":"WE Sasser","year":"1978","unstructured":"Sasser, W.E., Olsen, R.P., Wyckoff, D.D.: Management of Service Operations: Text, Cases, and Readings. Allyn & Bacon, Boston (1978)"},{"key":"12_CR8","first-page":"971","volume":"53","author":"SH Xu","year":"2007","unstructured":"Xu, S.H., Gao, L., Ou, J.: Service performance analysis and improvement for a ticket queue with balking customers. Manag. Sci. 53, 971\u2013990 (2007)","journal-title":"Manag. Sci."},{"key":"12_CR9","doi-asserted-by":"crossref","first-page":"294","DOI":"10.1287\/serv.2015.0116","volume":"7","author":"K Kuzu","year":"2015","unstructured":"Kuzu, K.: Comparisons of perceptions and behavior in ticket queues and physical queues. Serv. Sci. 7, 294\u2013314 (2015)","journal-title":"Serv. Sci."},{"key":"12_CR10","doi-asserted-by":"crossref","first-page":"38","DOI":"10.1016\/j.dss.2018.04.004","volume":"111","author":"S Djelassi","year":"2018","unstructured":"Djelassi, S., Diallo, M.F., Zielke, S.: How self-service technology experience evaluation affects waiting time and customer satisfaction? A moderated mediation model. Decis. Support Syst. 111, 38\u201347 (2018)","journal-title":"Decis. Support Syst."},{"key":"12_CR11","doi-asserted-by":"crossref","first-page":"29","DOI":"10.1016\/0167-8116(95)00027-5","volume":"13","author":"PA Dabholkar","year":"1996","unstructured":"Dabholkar, P.A.: Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. Int. J. Res. Mark. 13, 29\u201351 (1996)","journal-title":"Int. J. Res. Mark."},{"key":"12_CR12","doi-asserted-by":"crossref","first-page":"57","DOI":"10.1177\/002224299205600205","volume":"56","author":"MJ Bitner","year":"1992","unstructured":"Bitner, M.J.: Servicescapes: the impact of physical surroundings on customers and employees. J. Mark. 56, 57\u201371 (1992)","journal-title":"J. Mark."},{"key":"12_CR13","doi-asserted-by":"crossref","first-page":"268","DOI":"10.1016\/j.jretconser.2014.02.002","volume":"21","author":"K Kallweit","year":"2014","unstructured":"Kallweit, K., Spreer, P., Toporowski, W.: Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality. J. Retail. Consum. Serv. 21, 268\u2013276 (2014)","journal-title":"J. Retail. Consum. Serv."},{"key":"12_CR14","doi-asserted-by":"crossref","first-page":"160","DOI":"10.1108\/08876040810862895","volume":"22","author":"SR Colwell","year":"2008","unstructured":"Colwell, S.R., Aung, M., Kanetkar, V., Holden, A.L.: Toward a measure of service convenience: multiple-item scale development and empirical test. J. Serv. Mark. 22, 160\u2013169 (2008)","journal-title":"J. Serv. Mark."},{"key":"12_CR15","doi-asserted-by":"crossref","first-page":"884","DOI":"10.1108\/JOSM-06-2016-0142","volume":"28","author":"JC Bustamante","year":"2017","unstructured":"Bustamante, J.C., Rubio, N.: Measuring customer experience in physical retail environments. J. Serv. Manag. 28, 884\u2013913 (2017)","journal-title":"J. Serv. Manag."},{"issue":"3","key":"12_CR16","doi-asserted-by":"crossref","first-page":"275","DOI":"10.1177\/001857870103600307","volume":"36","author":"RA Nosek","year":"2001","unstructured":"Nosek, R.A., Wilson, J.P.: Queuing theory and customer satisfaction: a review of terminology, trends, and applications to pharmacy practice. Hosp. Pharm. 36(3), 275\u2013279 (2001)","journal-title":"Hosp. Pharm."},{"key":"12_CR17","doi-asserted-by":"crossref","unstructured":"Klaus, P., Maklan, S.: EXQ: a multiple-item scale for assessing service experience. J. Serv. Manag. 23, 5\u201333 (2012)","DOI":"10.1108\/09564231211208952"},{"key":"12_CR18","first-page":"116","volume":"85","author":"C Meyer","year":"2007","unstructured":"Meyer, C., Schwager, A.: Understanding customer experience. Harvard Bus. Rev. 85, 116 (2007)","journal-title":"Harvard Bus. Rev."},{"key":"12_CR19","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1509\/jm.15.0420","volume":"80","author":"KN Lemon","year":"2016","unstructured":"Lemon, K.N., Verhoef, P.C.: Understanding customer experience throughout the customer journey. J. Mark. 80, 69\u201396 (2016)","journal-title":"J. Mark."},{"key":"12_CR20","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1362\/026725799784870496","volume":"15","author":"B Schmitt","year":"1999","unstructured":"Schmitt, B.: Experiential marketing. J. Mark. Manag. 15, 53\u201367 (1999)","journal-title":"J. Mark. Manag."},{"key":"12_CR21","doi-asserted-by":"crossref","first-page":"4","DOI":"10.1108\/IJRDM-05-2014-0061","volume":"44","author":"L Lucia-Palacios","year":"2016","unstructured":"Lucia-Palacios, L., P\u00e9rez-L\u00f3pez, R., Polo-Redondo, Y.: Cognitive, affective and behavioural responses in mall experience: a qualitative approach. Int. J. Retail Distrib. Manag. 44, 4\u201321 (2016)","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"12_CR22","doi-asserted-by":"crossref","first-page":"217","DOI":"10.1016\/j.jretai.2018.04.002","volume":"94","author":"M Dahm","year":"2018","unstructured":"Dahm, M., Wentzel, D., Herzog, W., Wiecek, A.: Breathing down your neck!: The impact of queues on customers using a retail service. J. Retail. 94, 217\u2013230 (2018)","journal-title":"J. Retail."},{"key":"12_CR23","doi-asserted-by":"crossref","first-page":"644","DOI":"10.1086\/209376","volume":"20","author":"BJ Babin","year":"1994","unstructured":"Babin, B.J., Darden, W.R., Griffin, M.: Work and\/or fun: measuring hedonic and utilitarian shopping value. J. Consum. Res. 20, 644\u2013656 (1994)","journal-title":"J. Consum. Res."},{"key":"12_CR24","doi-asserted-by":"crossref","first-page":"353","DOI":"10.1002\/jclp.10250","volume":"60","author":"D David","year":"2004","unstructured":"David, D., Miclea, M., Opre, A.: The information-processing approach to the human mind: basics and beyond. J. Clin. Psychol. 60, 353\u2013368 (2004)","journal-title":"J. Clin. Psychol."},{"key":"12_CR25","doi-asserted-by":"crossref","first-page":"851","DOI":"10.1016\/j.jretconser.2014.02.013","volume":"21","author":"I Poncin","year":"2014","unstructured":"Poncin, I., Mimoun, M.S.B.: The impact of \u201ce-atmospherics\u201d on physical stores. J. Retail. Consum. Serv. 21, 851\u2013859 (2014)","journal-title":"J. Retail. Consum. Serv."},{"key":"12_CR26","doi-asserted-by":"crossref","first-page":"156","DOI":"10.1108\/JOSM-03-2018-0082","volume":"30","author":"A De Keyser","year":"2019","unstructured":"De Keyser, A., K\u00f6cher, S., Alkire, L., Verbeeck, C., Kandampully, J.: Frontline Service Technology infusion: conceptual archetypes and future research directions. J. Serv. Manag. 30, 156\u2013183 (2019)","journal-title":"J. Serv. Manag."},{"key":"12_CR27","doi-asserted-by":"crossref","first-page":"15","DOI":"10.1016\/j.jretai.2008.11.003","volume":"85","author":"NM Puccinelli","year":"2009","unstructured":"Puccinelli, N.M., Goodstein, R.C., Grewal, D., Price, R., Raghubir, P., Stewart, D.: Customer experience management in retailing: understanding the buying process. J. Retail. 85, 15\u201330 (2009)","journal-title":"J. Retail."},{"key":"12_CR28","doi-asserted-by":"crossref","first-page":"31","DOI":"10.1016\/j.jretai.2008.11.001","volume":"85","author":"PC Verhoef","year":"2009","unstructured":"Verhoef, P.C., Lemon, K.N., Parasuraman, A., Roggeveen, A., Tsiros, M., Schlesinger, L.A.: Customer experience creation: determinants, dynamics and management strategies. J. Retail. 85, 31\u201341 (2009)","journal-title":"J. Retail."},{"key":"12_CR29","doi-asserted-by":"crossref","first-page":"311","DOI":"10.1080\/10496491.2014.885480","volume":"20","author":"T Turner","year":"2014","unstructured":"Turner, T., Shockley, J.: Creating shopper value: co-creation roles, in-store self-service technology use, and value differentiation. J. Promot. Manag. 20, 311\u2013327 (2014)","journal-title":"J. Promot. Manag."},{"key":"12_CR30","doi-asserted-by":"crossref","first-page":"52","DOI":"10.1509\/jmkg.73.3.052","volume":"73","author":"JJ Brakus","year":"2009","unstructured":"Brakus, J.J., Schmitt, B.H., Zarantonello, L.: Brand experience: what is it? How is it measured? Does it affect loyalty? J. Mark. 73, 52\u201368 (2009)","journal-title":"J. Mark."},{"key":"12_CR31","doi-asserted-by":"crossref","first-page":"875","DOI":"10.1016\/j.tourman.2011.09.009","volume":"33","author":"M Alexander","year":"2012","unstructured":"Alexander, M., MacLaren, A., O\u2019Gorman, K., White, C.: Priority queues: where social justice and equity collide. Tour. Manag. 33, 875\u2013884 (2012)","journal-title":"Tour. Manag."},{"key":"12_CR32","doi-asserted-by":"crossref","first-page":"293","DOI":"10.1016\/j.jretconser.2018.07.018","volume":"44","author":"SK Roy","year":"2018","unstructured":"Roy, S.K., Shekhar, V., Lassar, W.M., Chen, T.: Customer engagement behaviors: the role of service convenience, fairness and quality. J. Retail. Consum. Serv. 44, 293\u2013304 (2018)","journal-title":"J. Retail. Consum. Serv."},{"key":"12_CR33","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"51","DOI":"10.1007\/978-3-030-22335-9_4","volume-title":"HCI in Business, Government and Organizations. eCommerce and Consumer Behavior","author":"G Obermeier","year":"2019","unstructured":"Obermeier, G., Auinger, A.: Human-computer interaction in physical retail environments and the impact on customer experience: systematic literature review and research agenda. In: Nah, F.F.-H., Siau, K. (eds.) HCII 2019. LNCS, vol. 11588, pp. 51\u201366. Springer, Cham (2019). https:\/\/doi.org\/10.1007\/978-3-030-22335-9_4"},{"key":"12_CR34","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1177\/1094670507302990","volume":"10","author":"B Weijters","year":"2007","unstructured":"Weijters, B., Rangarajan, D., Falk, T., Schillewaert, N.: Determinants and outcomes of customers\u2019 use of self-service technology in a retail setting. J. Serv. Res. 10, 3\u201321 (2007)","journal-title":"J. Serv. Res."},{"key":"12_CR35","first-page":"19","volume":"1","author":"MM Kembe","year":"2012","unstructured":"Kembe, M.M., Onah, E.S., Iorkegh, S.: A study of waiting and service costs of a multi-server queuing model in a specialist hospital. Int. J. Sci. Technol. Res. 1, 19\u201323 (2012)","journal-title":"Int. J. Sci. Technol. Res."},{"key":"12_CR36","doi-asserted-by":"crossref","first-page":"6","DOI":"10.5038\/2375-0901.14.3.6","volume":"14","author":"I Psarros","year":"2011","unstructured":"Psarros, I., Kepaptsoglou, K., Karlaftis, M.G.: An empirical investigation of passenger wait time perceptions using hazard-based duration models. J. Public Transp. 14, 6 (2011)","journal-title":"J. Public Transp."},{"key":"12_CR37","doi-asserted-by":"crossref","first-page":"174","DOI":"10.1108\/09604520710735182","volume":"17","author":"F Bielen","year":"2007","unstructured":"Bielen, F., Demoulin, N.: Waiting time influence on the satisfaction-loyalty relationship in services. Manag. Serv. Qual. 17, 174\u2013193 (2007)","journal-title":"Manag. Serv. Qual."},{"key":"12_CR38","unstructured":"Google Developers: Responsive Web Design. https:\/\/developers.google.com\/search\/mobile-sites\/mobile-seo\/responsive-design?hl=en"},{"key":"12_CR39","unstructured":"Questback GmbH: EFS Survey (2018)"},{"key":"12_CR40","doi-asserted-by":"crossref","first-page":"20","DOI":"10.1177\/002224299405800302","volume":"58","author":"RM Morgan","year":"1994","unstructured":"Morgan, R.M., Hunt, S.D.: The commitment-trust theory of relationship marketing. J. Mark. 58, 20\u201338 (1994)","journal-title":"J. Mark."},{"key":"12_CR41","doi-asserted-by":"crossref","first-page":"59","DOI":"10.1177\/1094670514539730","volume":"18","author":"A Parasuraman","year":"2015","unstructured":"Parasuraman, A., Colby, C.L.: An updated and streamlined technology readiness index: TRI 2.0. J. Serv. Res. 18, 59\u201374 (2015)","journal-title":"J. Serv. Res."},{"key":"12_CR42","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1016\/j.jretconser.2012.10.005","volume":"20","author":"H-J Lee","year":"2013","unstructured":"Lee, H.-J., Yang, K.: Interpersonal service quality, self-service technology (SST) service quality, and retail patronage. J. Retail. Consum. Serv. 20, 51\u201357 (2013)","journal-title":"J. Retail. Consum. Serv."},{"key":"12_CR43","volume-title":"Released","author":"IBM Corp","year":"2017","unstructured":"Corp, I.B.M.: Released. IBM SPSS Statistics for Windows, Armonk (2017)"},{"key":"12_CR44","doi-asserted-by":"crossref","DOI":"10.4324\/9780203771587","volume-title":"Statistical Power Analysis for the Behavioral Sciences","author":"J Cohen","year":"2013","unstructured":"Cohen, J.: Statistical Power Analysis for the Behavioral Sciences. Routledge, Abingdon (2013)"},{"key":"12_CR45","doi-asserted-by":"crossref","first-page":"153","DOI":"10.1016\/j.brainres.2006.07.121","volume":"1116","author":"DP Carmody","year":"2006","unstructured":"Carmody, D.P., Lewis, M.: Brain activation when hearing one\u2019s own and others\u2019 names. Brain Res. 1116, 153\u2013158 (2006)","journal-title":"Brain Res."},{"key":"12_CR46","doi-asserted-by":"crossref","first-page":"47","DOI":"10.1016\/j.dss.2015.12.007","volume":"83","author":"R Chakraborty","year":"2016","unstructured":"Chakraborty, R., Lee, J., Bagchi-Sen, S., Upadhyaya, S., Rao, H.R.: Online shopping intention in the context of data breach in online retail stores: an examination of older and younger adults. Decis. Support Syst. 83, 47\u201356 (2016)","journal-title":"Decis. Support Syst."},{"key":"12_CR47","doi-asserted-by":"crossref","first-page":"100","DOI":"10.1111\/j.1745-6606.2006.00070.x","volume":"41","author":"PA Norberg","year":"2007","unstructured":"Norberg, P.A., Horne, D.R., Horne, D.A.: The privacy paradox: personal information disclosure intentions versus behaviors. J. Consum. Affairs 41, 100\u2013126 (2007)","journal-title":"J. Consum. Affairs"},{"key":"12_CR48","doi-asserted-by":"crossref","first-page":"417","DOI":"10.1177\/0022002184015004003","volume":"15","author":"G Hofstede","year":"1984","unstructured":"Hofstede, G., Bond, M.H.: Hofstede\u2019s culture dimensions: an independent validation using Rokeach\u2019s value survey. J. Cross Cult. Psychol. 15, 417\u2013433 (1984)","journal-title":"J. Cross Cult. Psychol."}],"container-title":["Lecture Notes in Computer Science","HCI in Business, Government and Organizations"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-50341-3_12","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,1,17]],"date-time":"2025-01-17T17:03:24Z","timestamp":1737133404000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-030-50341-3_12"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020]]},"ISBN":["9783030503406","9783030503413"],"references-count":48,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-50341-3_12","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"value":"0302-9743","type":"print"},{"value":"1611-3349","type":"electronic"}],"subject":[],"published":{"date-parts":[[2020]]},"assertion":[{"value":"10 July 2020","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"HCII","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Human-Computer Interaction","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Copenhagen","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Denmark","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2020","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"19 July 2020","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"24 July 2020","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"22","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"hcii2020","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"http:\/\/2020.hci.international\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}}]}}