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Rational Abandonment from Tele-Queues: Nonlinear Waiting Costs with Heterogeneous Preferences

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References

1990Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue548 cited
1990User Delay Costs and Internal Pricing for a Service Facility281 cited
1985The psychological cost of waiting246 cited
2004On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design190 cited
1981ON QUEUES WITH IMPATIENT CUSTOMERS.183 cited
2002Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support157 cited
2000A model for rational abandonments from invisible queues106 cited
1995Equilibrium strategies for queues with impatient customers71 cited

Cited by

2011The Psychology of Decisions to Abandon Waits for Service92 cited
2008The effects of the availability of waiting-time information on a balking queue54 cited
2018Behavioral Foundations of Queueing Systems50 cited
2011Equilibrium and optimal strategies to join a queue with partial information on service times44 cited
2017Past, present and future of contact centers: a literature review39 cited
2017An Equilibrium Analysis of a Multiclass Queue with Endogenous Abandonments in Heavy Traffic35 cited
2026

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Rational Abandonment from Observable Priority Queues: Equilibrium Strategy, Performance, and Pricing Implications

34 cited

2018Customer Learning in Call Centers from Previous Waiting Experiences27 cited

2020Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option20 cited

2021Personalized Priority Policies in Call Centers Using Past Customer Interaction Information18 cited

2021Pricing in Service Systems with Rational Balking and Abandonment of Time‐Sensitive Customers17 cited

2008Call Center Outsourcing: Coordinating Staffing Level and Service Quality17 cited

2009THE IMPACTS OF CUSTOMERS’ DELAY-RISK SENSITIVITIES ON A QUEUE WITH BALKING17 cited

2019New perspectives on the Erlang-A queue15 cited

2017An Equilibrium Analysis of a Discrete-Time Markovian Queue with Endogenous Abandonments14 cited