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The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

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Priority queues : where social justice and equity collide

Alexander, Matthew and Maclaren, Andrew and O'Gorman, Kevin D and White, Christopher (2012) Priority queues : where social justice and equity collide. Tourism Management, 33 (4). pp. 875-884. ISSN 0261-5177

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Abstract

Multi-level queues have become a common feature in service sector contexts, examples include ‘guest lists’ at nightclubs and ‘priority boarding’ in air travel. This paper explores multi-level queuing systems within the context of theme parks, specifically their effects on consumers. Previous studies have focussed on single line systems and multi-level 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 queuing research. The empirical gap addressed is multi-level queuing systems. The overall contribution of the paper offers new theory identifying tensions that exist between consumers in different queuing 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.