Priority queues: Where social justice and equity collide

Matthew Alexander, Andrew Maclaren, Kevin D O'Gorman, Christopher White

    Research output: Contribution to journalArticle

    Abstract

    Multilevel queues have become a common feature in service sector contexts, examples include ‘guest lists’ at night clubs and ‘priority boarding’ in air travel. This paper explores multilevel queueing systems within the context of theme parks, specifically their effects on consumers. Previous studies have focussed on single line systems and multilevel queues remain under-researched. By applying social justice and equity theory, the paper uses a mixed methods approach with site visits to theme parks followed up by two factorial experiments. The analytical contribution of the paper is its application of theoretically underpinned queueing research. The empirical gap addressed is multilevel queueing systems. The overall contribution of the paper offers new theory identifying tensions that exist between consumers in different queueing levels. If social justice is achieved for one group then it will create inequity for another; if equity is achieved then it will create injustice.
    Original languageEnglish
    Pages (from-to)875-884
    Number of pages10
    JournalTourism Management
    Volume33
    Issue number4
    DOIs
    Publication statusPublished - 2012

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    multi-level system
    social justice
    equity
    clubs
    tertiary sector
    travel
    air
    experiment
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    Keywords

    • Multilevel queues
    • Social justice
    • Equity theory
    • Theme parks
    • Factorial experiment

    Cite this

    Alexander, Matthew ; Maclaren, Andrew ; O'Gorman, Kevin D ; White, Christopher. / Priority queues: Where social justice and equity collide. In: Tourism Management. 2012 ; Vol. 33, No. 4. pp. 875-884.
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    Priority queues: Where social justice and equity collide. / Alexander, Matthew ; Maclaren, Andrew; O'Gorman, Kevin D; White, Christopher.

    In: Tourism Management, Vol. 33, No. 4, 2012, p. 875-884.

    Research output: Contribution to journalArticle

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    AU - O'Gorman, Kevin D

    AU - White, Christopher

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