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Sharing delay information in service systems: a literature survey

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  • Rouba Ibrahim

    (University College London)

Abstract

Service providers routinely share information about upcoming waiting times with their customers, through delay announcements. The need to effectively manage the provision of these announcements has led to a substantial growth in the body of literature which is devoted to that topic. In this survey paper, we systematically review the relevant literature, summarize some of its key ideas and findings, describe the main challenges that the different approaches to the problem entail, and formulate research directions that would be interesting to consider in future work.

Suggested Citation

  • Rouba Ibrahim, 2018. "Sharing delay information in service systems: a literature survey," Queueing Systems: Theory and Applications, Springer, vol. 89(1), pages 49-79, June.
    • Handle: RePEc:spr:queues:v:89:y:2018:i:1:d:10.1007_s11134-018-9577-y
    DOI: 10.1007/s11134-018-9577-y
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    Cited by:

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    7. Antonis Economou, 2022. "How much information should be given to the strategic customers of a queueing system?," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 421-423, April.
    8. Opher Baron & Antonis Economou & Athanasia Manou, 2022. "Increasing social welfare with delays: Strategic customers in the M/G/1 orbit queue," Production and Operations Management, Production and Operations Management Society, vol. 31(7), pages 2907-2924, July.
    9. Sweeney, Kevin D. & Sweeney, Donald C. & Campbell, James F., 2019. "The performance of priority dispatching rules in a complex job shop: A study on the Upper Mississippi River," International Journal of Production Economics, Elsevier, vol. 216(C), pages 154-172.
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    12. Gui, Dan-Yang & Liu, Shixiong & Dai, Yu & Liu, Ying & Wang, Xiaoli & Huang, Huiying, 2021. "Greater patience and monetary expenditure: How shopping with companions influences purchase decisions," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    13. Achal Bassamboo & Rouba Ibrahim, 2021. "A General Framework to Compare Announcement Accuracy: Static vs. LES-Based Announcement," Management Science, INFORMS, vol. 67(7), pages 4191-4208, July.
    14. Tesnim Naceur & Yezekael Hayel, 2020. "Deterministic state-based information disclosure policies and social welfare maximization in strategic queueing systems," Queueing Systems: Theory and Applications, Springer, vol. 96(3), pages 303-328, December.
    15. Ward Whitt, 2018. "A broad view of queueing theory through one issue," Queueing Systems: Theory and Applications, Springer, vol. 89(1), pages 3-14, June.
    16. Antonis Economou & Vidyadhar Kulkarni, 2020. "Editorial introduction to the special issue on ‘Strategic queueing: game-theoretic models in queueing theory’—part 1," Queueing Systems: Theory and Applications, Springer, vol. 96(3), pages 201-203, December.
    17. Caner Canyakmaz & Tamer Boyaci, 2018. "Queueing systems with rationally inattentive customers," ESMT Research Working Papers ESMT-18-04_R1, ESMT European School of Management and Technology, revised 01 Oct 2020.
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    19. Noa Zychlinski, 2023. "Applications of fluid models in service operations management," Queueing Systems: Theory and Applications, Springer, vol. 103(1), pages 161-185, February.
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    21. Fabian Schéele & Darek M. Haftor & Natallia Pashkevich, 2022. "Predicting delays in service operations," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 211-226, June.
    22. Najiya Fatma & Varun Ramamohan, 2023. "Patient diversion using real-time delay predictions across healthcare facility networks," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 45(2), pages 437-476, June.
    23. Caner Canyakmaz & Tamer Boyaci, 2018. "Opaque queues: Service systems with rationally inattentive customers," ESMT Research Working Papers ESMT-18-04, ESMT European School of Management and Technology.
    24. Olga Bountali & Apostolos Burnetas & Lerzan Örmeci, 2022. "Join, balk, or jettison? The effect of flexibility and ranking knowledge in systems with batch arrivals," Production and Operations Management, Production and Operations Management Society, vol. 31(9), pages 3505-3524, September.

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