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Line, line, everywhere a line: Cultural considerations for waiting-line managers

Authors
Journal
Business Horizons
0007-6813
Publisher
Elsevier
Identifiers
DOI: 10.1016/j.bushor.2014.03.004
Keywords
  • Queues
  • Waiting
  • Line Management
  • Global Business
  • Cultural Considerations
  • Customer Service
Disciplines
  • Political Science

Abstract

Abstract Given the trend of increasing business globalization, management teams of multinational companies have taken steps to better understand consumers, local business partners, and local governments. Local queueing preferences present managers with additional challenges and opportunities in international markets. The world may be ‘flat,’ but it is foolish to believe that all cultures perceive lines and waiting through the same lens. As discussed herein, perceptions regarding waiting and management of queues vary greatly; therefore, managers should adopt different policies and procedures when managing waiting lines across natural and cultural borders. Considering queue management in a global context offers benefits. Thinking globally—and acting locally—can prioritize and clarify important decisions any waiting-line manager has to make.

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