Queuing glossary for Customers

No-show

A customer who reserves a service in advance but neither uses nor cancels the reservation. No-shows are a big problem in healthcare, where they affect the quality and timeliness of services.

Balking

A customer leaving without waiting in line. Balking behaviour is one of three common customer behaviours in queue areas.

Reneging

A customer entering the line but later deciding to leave it. Reneging behavior is one of three common customer behaviors in queue areas.

Jockeying

A customer entering one line but deciding to switch to another. Jockeying behaviour is one of three common customer behaviours in queue areas.

Queue-jumping

The action of switching to a line after entering another. Queue-jumping is a telltale sign of poor queue management.

First In, First Out

The principle of serving the customer who was the first to join a queue (i.e. waited the longest). First In, First Out is called FIFO for short, and it is a characteristic of the queue discipline.

Last In, First Out

The principle of serving the customer who was the last to join a queue (i.e. waited the shortest). Last In, First Out is called LIFO for short, and it is a characteristic of the queue discipline.

Priority

A characteristic of a customer that allows them to be served out of order. When not effectively communicated to other queue participants, priority queuing can be seen as a sign of unfair queues.