Jockeying in queuing models refers to a situation when customers:
a. Wait for service as long as it takes.
b. Do not joint the queue.
c. Leave a queue before being served.
d. Switch to another service channel.
The correct answer and explanation is :
Correct Answer:
d. Switch to another service channel.
Explanation:
In queuing models, jockeying refers to the behavior of customers switching from one queue to another in an attempt to receive service faster. This phenomenon typically occurs in systems where multiple service channels are available, such as supermarket checkout lines, toll booths, or airport security checkpoints.
Jockeying happens due to several factors:
- Perceived Waiting Time: Customers may feel that another queue is moving faster than theirs, prompting them to switch lanes.
- Service Speed Variation: Some service providers may work faster than others, leading customers to move to a seemingly quicker queue.
- New Queue Openings: If a new service counter opens, customers may rush to switch queues to take advantage of shorter waiting times.
- Psychological Factors: The frustration of being “stuck” in a slow queue may cause customers to seek alternatives, even if the actual time saved is minimal.
Jockeying can impact both customers and service providers:
- For customers, it may lead to increased anxiety and frustration if the switch does not result in reduced wait times.
- For businesses, excessive jockeying can disrupt service flow, leading to inefficiencies and dissatisfaction.
To manage jockeying, businesses often implement strategies like single-queue systems (e.g., bank teller queues), digital wait-time indicators, and better customer service training to ensure smoother operations.
By understanding jockeying in queuing models, businesses can design more efficient queuing systems that enhance customer experience and reduce unnecessary disruptions.