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Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support

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Cited by:

  1. De Munck, Thomas & Chevalier, Philippe & Tancrez, Jean-Sébastien, 2023. "Managing priorities on on-demand service platforms with waiting time differentiation," International Journal of Production Economics, Elsevier, vol. 266(C).
  2. Zeynep Akşin & Barış Ata & Seyed Morteza Emadi & Che-Lin Su, 2013. "Structural Estimation of Callers' Delay Sensitivity in Call Centers," Management Science, INFORMS, vol. 59(12), pages 2727-2746, December.
  3. Pengfei Guo & Paul Zipkin, 2007. "Analysis and Comparison of Queues with Different Levels of Delay Information," Management Science, INFORMS, vol. 53(6), pages 962-970, June.
  4. Noah Gans & Yong-Pin Zhou, 2007. "Call-Routing Schemes for Call-Center Outsourcing," Manufacturing & Service Operations Management, INFORMS, vol. 9(1), pages 33-50, May.
  5. Baris Ata & Xiaoshan Peng, 2018. "An Equilibrium Analysis of a Multiclass Queue with Endogenous Abandonments in Heavy Traffic," Operations Research, INFORMS, vol. 66(1), pages 163-183, January.
  6. Lawrence Brown & Noah Gans & Avishai Mandelbaum & Anat Sakov & Haipeng Shen & Sergey Zeltyn & Linda Zhao & Novemer, "undated". "Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective," Center for Financial Institutions Working Papers 03-12, Wharton School Center for Financial Institutions, University of Pennsylvania.
  7. Z. Justin Ren & Yong-Pin Zhou, 2008. "Call Center Outsourcing: Coordinating Staffing Level and Service Quality," Management Science, INFORMS, vol. 54(2), pages 369-383, February.
  8. Li Xiao & Susan H. Xu & David D. Yao & Hanqin Zhang, 2022. "Optimal staffing for ticket queues," Queueing Systems: Theory and Applications, Springer, vol. 102(1), pages 309-351, October.
  9. Tuan Phung-Duc & Ken’ichi Kawanishi, 2020. "Delay performance of data-center queue with setup policy and abandonment," Annals of Operations Research, Springer, vol. 293(1), pages 269-293, October.
  10. J. E. Reed & Amy R. Ward, 2008. "Approximating the GI/GI/1+GI Queue with a Nonlinear Drift Diffusion: Hazard Rate Scaling in Heavy Traffic," Mathematics of Operations Research, INFORMS, vol. 33(3), pages 606-644, August.
  11. Jouini, Oualid & Dallery, Yves & Aksin, Zeynep, 2009. "Queueing models for full-flexible multi-class call centers with real-time anticipated delays," International Journal of Production Economics, Elsevier, vol. 120(2), pages 389-399, August.
  12. Baris Ata & Peter W. Glynn & Xiaoshan Peng, 2017. "An equilibrium analysis of a discrete-time Markovian queue with endogenous abandonments," Queueing Systems: Theory and Applications, Springer, vol. 86(1), pages 141-212, June.
  13. Pengfei Guo & Refael Hassin, 2011. "Strategic Behavior and Social Optimization in Markovian Vacation Queues," Operations Research, INFORMS, vol. 59(4), pages 986-997, August.
  14. Ward Whitt, 2005. "Engineering Solution of a Basic Call-Center Model," Management Science, INFORMS, vol. 51(2), pages 221-235, February.
  15. Ward Whitt, 2004. "Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments," Management Science, INFORMS, vol. 50(10), pages 1449-1461, October.
  16. Noah Gans & Haipeng Shen & Yong-Pin Zhou & Nikolay Korolev & Alan McCord & Herbert Ristock, 2015. "Parametric Forecasting and Stochastic Programming Models for Call-Center Workforce Scheduling," Manufacturing & Service Operations Management, INFORMS, vol. 17(4), pages 571-588, October.
  17. Ward Whitt, 2006. "The Impact of Increased Employee Retention on Performance in a Customer Contact Center," Manufacturing & Service Operations Management, INFORMS, vol. 8(3), pages 235-252, January.
  18. Noa Zychlinski & Avishai Mandelbaum & Petar Momčilović & Izack Cohen, 2020. "Bed Blocking in Hospitals Due to Scarce Capacity in Geriatric Institutions—Cost Minimization via Fluid Models," Manufacturing & Service Operations Management, INFORMS, vol. 22(2), pages 396-411, March.
  19. 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.
  20. Doǧan A. Serel & Erdal Erel, 2008. "Coordination of staffing and pricing decisions in a service firm," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 24(4), pages 307-323, July.
  21. Marcos Singer & Patricio Donoso & Alan Scheller-Wolf, 2008. "Una Introducción A La Teoría De Colas Aplicada A La Gestión De Servicios," Abante, Escuela de Administracion. Pontificia Universidad Católica de Chile., vol. 11(2), pages 93-120.
  22. John Boudreau & Wallace Hopp & John O. McClain & L. Joseph Thomas, 2003. "On the Interface Between Operations and Human Resources Management," Manufacturing & Service Operations Management, INFORMS, vol. 5(3), pages 179-202, September.
  23. Krishnamoorthy, A. & Babu, S. & Narayanan, Viswanath C., 2009. "The MAP/(PH/PH)/1 queue with self-generation of priorities and non-preemptive service," European Journal of Operational Research, Elsevier, vol. 195(1), pages 174-185, May.
  24. Liu, Jian & Chen, Jian & Bo, Rui & Meng, Fanlin & Xu, Yong & Li, Peng, 2023. "Increases or discounts: Price strategies based on customers’ patience times," European Journal of Operational Research, Elsevier, vol. 305(2), pages 722-737.
  25. Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
  26. Kaan Kuzu & Long Gao & Susan H. Xu, 2019. "To Wait or Not to Wait: The Theory and Practice of Ticket Queues," Manufacturing & Service Operations Management, INFORMS, vol. 21(4), pages 853-874, October.
  27. Zhang, Zhe George & Yin, Xiaoling, 2021. "Information and pricing effects in two-tier public service systems," International Journal of Production Economics, Elsevier, vol. 231(C).
  28. Avishai Mandelbaum & Alexander L. Stolyar, 2004. "Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule," Operations Research, INFORMS, vol. 52(6), pages 836-855, December.
  29. Yaser Ahmad Arabyat & Ahmad Ali AlZubi & Dyala M. Aldebei & Samerra’a Ziad Al-oqaily, 2022. "An Efficient Method for Pricing Analysis Based on Neural Networks," Risks, MDPI, vol. 10(8), pages 1-14, July.
  30. Susan H. Xu & Long Gao & Jihong Ou, 2007. "Service Performance Analysis and Improvement for a Ticket Queue with Balking Customers," Management Science, INFORMS, vol. 53(6), pages 971-990, June.
  31. Tevfik Aktekin & Tahir Ekin, 2016. "Stochastic call center staffing with uncertain arrival, service and abandonment rates: A Bayesian perspective," Naval Research Logistics (NRL), John Wiley & Sons, vol. 63(6), pages 460-478, September.
  32. Oualid Jouini & Zeynep Akşin & Yves Dallery, 2011. "Call Centers with Delay Information: Models and Insights," Manufacturing & Service Operations Management, INFORMS, vol. 13(4), pages 534-548, October.
  33. Mor Armony & Nahum Shimkin & Ward Whitt, 2009. "The Impact of Delay Announcements in Many-Server Queues with Abandonment," Operations Research, INFORMS, vol. 57(1), pages 66-81, February.
  34. Robert J. Batt & Christian Terwiesch, 2015. "Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department," Management Science, INFORMS, vol. 61(1), pages 39-59, January.
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