IDEAS home Printed from https://ideas.repec.org/a/spr/queues/v100y2022i3d10.1007_s11134-022-09740-3.html
   My bibliography  Save this article

Integrating emotional load into service operations

Author

Listed:
  • Galit B. Yom-Tov

    (Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology)

  • Anat Rafaeli

    (Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology)

Abstract

No abstract is available for this item.

Suggested Citation

  • Galit B. Yom-Tov & Anat Rafaeli, 2022. "Integrating emotional load into service operations," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 565-567, April.
  • Handle: RePEc:spr:queues:v:100:y:2022:i:3:d:10.1007_s11134-022-09740-3
    DOI: 10.1007/s11134-022-09740-3
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11134-022-09740-3
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.

    File URL: https://libkey.io/10.1007/s11134-022-09740-3?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Stephen G. Eick & William A. Massey & Ward Whitt, 1993. "The Physics of the Mt/G/∞ Queue," Operations Research, INFORMS, vol. 41(4), pages 731-742, August.
    2. Jing Dong & Pnina Feldman & Galit B. Yom-Tov, 2015. "Service Systems with Slowdowns: Potential Failures and Proposed Solutions," Operations Research, INFORMS, vol. 63(2), pages 305-324, April.
    3. Delasay, Mohammad & Ingolfsson, Armann & Kolfal, Bora & Schultz, Kenneth, 2019. "Load effect on service times," European Journal of Operational Research, Elsevier, vol. 279(3), pages 673-686.
    4. Tolga Tezcan & Jiheng Zhang, 2014. "Routing and Staffing in Customer Service Chat Systems with Impatient Customers," Operations Research, INFORMS, vol. 62(4), pages 943-956, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ingolfsson, Armann & Almehdawe, Eman & Pedram, Ali & Tran, Monica, 2020. "Comparison of fluid approximations for service systems with state-dependent service rates and return probabilities," European Journal of Operational Research, Elsevier, vol. 283(2), pages 562-575.
    2. Sezer Ülkü & Chris Hydock & Shiliang Cui, 2022. "Social Queues (Cues): Impact of Others’ Waiting in Line on One’s Service Time," Management Science, INFORMS, vol. 68(11), pages 7958-7976, November.
    3. D’Auria, Bernardo & Adan, Ivo J.B.F. & Bekker, René & Kulkarni, Vidyadhar, 2022. "An M/M/c queue with queueing-time dependent service rates," European Journal of Operational Research, Elsevier, vol. 299(2), pages 566-579.
    4. Xu, Shuling & Hall, Nicholas G., 2021. "Fatigue, personnel scheduling and operations: Review and research opportunities," European Journal of Operational Research, Elsevier, vol. 295(3), pages 807-822.
    5. Andrew Daw, 2022. "Services shaped by history," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 409-411, April.
    6. Niyirora, Jerome & Zhuang, Jun, 2017. "Fluid approximations and control of queues in emergency departments," European Journal of Operational Research, Elsevier, vol. 261(3), pages 1110-1124.
    7. Carri W. Chan & Vivek F. Farias & Gabriel J. Escobar, 2017. "The Impact of Delays on Service Times in the Intensive Care Unit," Management Science, INFORMS, vol. 63(7), pages 2049-2072, July.
    8. Cildoz, Marta & Ibarra, Amaia & Mallor, Fermin, 2020. "Coping with stress in emergency department physicians through improved patient-flow management," Socio-Economic Planning Sciences, Elsevier, vol. 71(C).
    9. René Bekker, 2022. "Validating state-dependent queues in health care," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 505-507, April.
    10. Katsunobu Sasanuma, 2021. "Asymptotic Analysis for Systems with Deferred Abandonment," Mathematics, MDPI, vol. 9(18), pages 1-11, September.
    11. Legros, Benjamin & Jouini, Oualid & Akşin, O. Zeynep & Koole, Ger, 2020. "Front-office multitasking between service encounters and back-office tasks," European Journal of Operational Research, Elsevier, vol. 287(3), pages 946-963.
    12. Sophia Novitzky & Jamol Pender & Richard H. Rand & Elizabeth Wesson, 2020. "Limiting the oscillations in queues with delayed information through a novel type of delay announcement," Queueing Systems: Theory and Applications, Springer, vol. 95(3), pages 281-330, August.
    13. Smirnov, Dmitry & Huchzermeier, Arnd, 2020. "Analytics for labor planning in systems with load-dependent service times," European Journal of Operational Research, Elsevier, vol. 287(2), pages 668-681.
    14. Sezer Ülkü & Chris Hydock & Shiliang Cui, 2020. "Making the Wait Worthwhile: Experiments on the Effect of Queueing on Consumption," Management Science, INFORMS, vol. 66(3), pages 1149-1171, March.
    15. Legros, Benjamin, 2022. "The principal-agent problem for service rate event-dependency," European Journal of Operational Research, Elsevier, vol. 297(3), pages 949-963.
    16. Büşra Ergün‐Şahin & Evrim Didem Güneş & Ayşe Kocabıyıkoğlu & Ahmet Keskin, 2022. "How does workload affect test ordering behavior of physicians? An empirical investigation," Production and Operations Management, Production and Operations Management Society, vol. 31(6), pages 2664-2680, June.
    17. Masoud Kamalahmadi & Qiuping Yu & Yong-Pin Zhou, 2021. "Call to Duty: Just-in-Time Scheduling in a Restaurant Chain," Management Science, INFORMS, vol. 67(11), pages 6751-6781, November.
    18. Benjamin Legros, 2022. "The principal-agent problem for service rate event-dependency," Post-Print hal-03605421, HAL.
    19. Joel Goh & Margrét V. Bjarnadóttir & Mohsen Bayati & Stefanos A. Zenios, 2015. "Active Postmarketing Drug Surveillance for Multiple Adverse Events," Operations Research, INFORMS, vol. 63(6), pages 1528-1546, December.
    20. Paulo B. Goes & Noyan Ilk & Mingfeng Lin & J. Leon Zhao, 2018. "When More Is Less: Field Evidence on Unintended Consequences of Multitasking," Management Science, INFORMS, vol. 64(7), pages 3033-3054, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:queues:v:100:y:2022:i:3:d:10.1007_s11134-022-09740-3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.