| Abstract: | In this paper, we investigate the strategic behavior in queues by considering the effect of the number of customers behind. The equilibrium joining strategy of customers is obtained and its implications for the service system are examined. We find that the complete queue transparency (i.e., disclosing the real-time system information) can have positive effect on customers, which might encourage more customers to join. Further, the follow-the-crowd (FTC) behavior can be observed, which results in multiple equilibria. By comparing the customer welfare under two different information levels, we demonstrate that, somewhat surprisingly, the queue transparency does not necessarily hurt the customer welfare, and a higher customer welfare can be obtained in the transparent case than that in opaque case when the demand volume is large. |
