Decision biases in human queuing systems: A simulation model to use in the class

• María Pereda ^[1]
  1. [1] Universidad Politécnica de Madrid

     Universidad Politécnica de Madrid

     Madrid, España

     
• Localización: Dirección y organización: Revista de dirección, organización y administración de empresas, ISSN 1132-175X, Nº 77, 2022, págs. 31-39
• Idioma: inglés
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• Resumen

  • Human decision-making is affected by cognitive decision biases that can deviate human behaviour from purely rational actions. These effects can alter the behaviour of systems in which humans are involved; that is the case of queuing systems of people. Traditional Queuing Theory studies the performance of such systems without taking into account the idiosyncrasy of the human decision-making processes. In this work, we propose an interactive simulation tool to teach decision biases in queuing systems. We present a series of experiments to be carried out in the class to explore the behaviour of a simple queuing system of people exposed to people cognitive biases and discuss the expected dynamics. The simulation tool is freely accessible from GitHub.