When several lines are better than one

Everyone knows the existential dread that comes along with standing in line for what seems like an eternity. But new research by Wharton operations, information and decisions professor Hummy Song, Guillaume Roels from INSEAD and Mor Armony from New York University's Stern School of Business suggests that knowledge-based industries should rethink how they approach this aspect of customer service. In this article, originally published in INSEAD Knowledge, the researchers write about their findings and how operational design can change organizational culture and improve performance.

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