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Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing

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Cited by:

  1. Carri W. Chan & Linda V. Green & Suparerk Lekwijit & Lijian Lu & Gabriel Escobar, 2019. "Assessing the Impact of Service Level When Customer Needs Are Uncertain: An Empirical Investigation of Hospital Step-Down Units," Management Science, INFORMS, vol. 65(2), pages 751-775, February.
  2. Yue Hu & Carri W. Chan & Jing Dong, 2022. "Optimal Scheduling of Proactive Service with Customer Deterioration and Improvement," Management Science, INFORMS, vol. 68(4), pages 2533-2578, April.
  3. Merve Bodur & James R. Luedtke, 2017. "Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty," Management Science, INFORMS, vol. 63(7), pages 2073-2091, July.
  4. Mor Armony & Avishai Mandelbaum, 2011. "Routing and Staffing in Large-Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers," Operations Research, INFORMS, vol. 59(1), pages 50-65, February.
  5. Amy R. Ward & Mor Armony, 2013. "Blind Fair Routing in Large-Scale Service Systems with Heterogeneous Customers and Servers," Operations Research, INFORMS, vol. 61(1), pages 228-243, February.
  6. Ying Xu & Alan Scheller-Wolf & Katia Sycara, 2015. "The Benefit of Introducing Variability in Single-Server Queues with Application to Quality-Based Service Domains," Operations Research, INFORMS, vol. 63(1), pages 233-246, February.
  7. Ohad Perry & Ward Whitt, 2013. "A Fluid Limit for an Overloaded X Model via a Stochastic Averaging Principle," Mathematics of Operations Research, INFORMS, vol. 38(2), pages 294-349, May.
  8. Zhenghua Long & Nahum Shimkin & Hailun Zhang & Jiheng Zhang, 2020. "Dynamic Scheduling of Multiclass Many-Server Queues with Abandonment: The Generalized cμ / h Rule," Operations Research, INFORMS, vol. 68(4), pages 1128-1230, July.
  9. Noa Zychlinski, 2023. "Applications of fluid models in service operations management," Queueing Systems: Theory and Applications, Springer, vol. 103(1), pages 161-185, February.
  10. Jose A. Guajardo & Morris A. Cohen, 2018. "Service Differentiation and Operating Segments: A Framework and an Application to After-Sales Services," Manufacturing & Service Operations Management, INFORMS, vol. 20(3), pages 440-454, July.
  11. Achal Bassamboo & Ramandeep Singh Randhawa, 2016. "Scheduling Homogeneous Impatient Customers," Management Science, INFORMS, vol. 62(7), pages 2129-2147, July.
  12. Siqiao Li & Ger Koole & Xiaolan Xie, 2020. "An adaptive priority policy for radiotherapy scheduling," Flexible Services and Manufacturing Journal, Springer, vol. 32(1), pages 154-180, March.
  13. Jeunghyun Kim & Ramandeep S. Randhawa & Amy R. Ward, 2018. "Dynamic Scheduling in a Many-Server, Multiclass System: The Role of Customer Impatience in Large Systems," Manufacturing & Service Operations Management, INFORMS, vol. 20(2), pages 285-301, May.
  14. Itai Gurvich & Ohad Perry, 2012. "Overflow Networks: Approximations and Implications to Call Center Outsourcing," Operations Research, INFORMS, vol. 60(4), pages 996-1009, August.
  15. Dongyuan Zhan & Gideon Weiss, 2018. "Many-server scaling of the N-system under FCFS–ALIS," Queueing Systems: Theory and Applications, Springer, vol. 88(1), pages 27-71, February.
  16. Guodong Pang & Ohad Perry, 2015. "A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending," Management Science, INFORMS, vol. 61(1), pages 73-91, January.
  17. Achal Bassamboo & Ramandeep S. Randhawa & Jan A. Van Mieghem, 2012. "A Little Flexibility Is All You Need: On the Asymptotic Value of Flexible Capacity in Parallel Queuing Systems," Operations Research, INFORMS, vol. 60(6), pages 1423-1435, December.
  18. Xiaojun Liang & Yinghui Tang, 2019. "The improvement upon the reliability of the k-out-of-n:F system with the repair rates differentiation policy," Operational Research, Springer, vol. 19(2), pages 479-500, June.
  19. Alexander L. Stolyar & Tolga Tezcan, 2011. "Shadow-Routing Based Control of Flexible Multiserver Pools in Overload," Operations Research, INFORMS, vol. 59(6), pages 1427-1444, December.
  20. J. G. Dai & Pengyi Shi, 2019. "Inpatient Overflow: An Approximate Dynamic Programming Approach," Manufacturing & Service Operations Management, INFORMS, vol. 21(4), pages 894-911, October.
  21. Achal Bassamboo & Ramandeep S. Randhawa & Jan A. Van Mieghem, 2010. "Optimal Flexibility Configurations in Newsvendor Networks: Going Beyond Chaining and Pairing," Management Science, INFORMS, vol. 56(8), pages 1285-1303, August.
  22. J. G. Dai & Tolga Tezcan, 2011. "State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems," Mathematics of Operations Research, INFORMS, vol. 36(2), pages 271-320, May.
  23. Itai Gurvich & James Luedtke & Tolga Tezcan, 2010. "Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach," Management Science, INFORMS, vol. 56(7), pages 1093-1115, July.
  24. Adan, Ivo J.B.F. & Boon, Marko A.A. & Weiss, Gideon, 2019. "Design heuristic for parallel many server systems," European Journal of Operational Research, Elsevier, vol. 273(1), pages 259-277.
  25. Ohad Perry & Ward Whitt, 2015. "Achieving Rapid Recovery in an Overload Control for Large-Scale Service Systems," INFORMS Journal on Computing, INFORMS, vol. 27(3), pages 491-506, August.
  26. Ohad Perry & Ward Whitt, 2011. "A Fluid Approximation for Service Systems Responding to Unexpected Overloads," Operations Research, INFORMS, vol. 59(5), pages 1159-1170, October.
  27. Mor Armony & Amy R. Ward, 2010. "Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems," Operations Research, INFORMS, vol. 58(3), pages 624-637, June.
  28. Achal Bassamboo & Ramandeep S. Randhawa & Assaf Zeevi, 2010. "Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited," Management Science, INFORMS, vol. 56(10), pages 1668-1686, October.
  29. Arapostathis, Ari & Pang, Guodong, 2019. "Infinite horizon asymptotic average optimality for large-scale parallel server networks," Stochastic Processes and their Applications, Elsevier, vol. 129(1), pages 283-322.
  30. Zhong, Zhiheng & Cao, Ping, 2023. "Balanced routing with partial information in a distributed parallel many-server queueing system," European Journal of Operational Research, Elsevier, vol. 304(2), pages 618-633.
  31. Wyean Chan & Ger Koole & Pierre L'Ecuyer, 2014. "Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 544-560, October.
  32. Kristen Gardner & Rhonda Righter, 2020. "Product forms for FCFS queueing models with arbitrary server-job compatibilities: an overview," Queueing Systems: Theory and Applications, Springer, vol. 96(1), pages 3-51, October.
  33. Jinsheng Chen & Jing Dong & Pengyi Shi, 2020. "A survey on skill-based routing with applications to service operations management," Queueing Systems: Theory and Applications, Springer, vol. 96(1), pages 53-82, October.
  34. Seung Bum Soh & Itai Gurvich, 2017. "Call Center Staffing: Service-Level Constraints and Index Priorities," Operations Research, INFORMS, vol. 65(2), pages 537-555, April.
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