TY JOUR TI Statistical approaches to service quality management KW quality control KW queuing theory KW waiting time KW exponential distribution KW multifunctional public services centers KW fast food restaurants KW normal distribution JO Servis Plus AU Lavrenchenko , S.. AU Zgonnik, L.V. AU Gladskaya, I.. PY 2016 IS 10 PB Russian State University of Tourism and Service