“…This result, leading to research question 2, suggests that CV ID could be reduced by implementing a combination of negative inter-arrival skewness and positive service skewness. This differs from previous conclusions (Johnson, 1993;Romero-Silva, Shaaban, Marsillac, & Hurtado, 2017;Whitt, 1984) suggesting that the waiting times of a GI/ G/1 queue increased by decreasing inter-arrival skewness and increasing service skewness for a system with CV < 1, similar to the results from the current study (see Tables A14 and A15 in the Appendix) which suggest that the probability of balking is increased by decreasing inter-arrival skewness and increasing service skewness.…”