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ArticleData-stories about (im)patient customers in tele-queues

Avishai Mandelbaum2013

Article2013

Data-stories about (im)patient customers in tele-queues

Avishai Mandelbaum · Sergey Zeltyn

69 citations·0/0 files stored·Queueing Systems

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Advanced Queuing Theory Analysis Customer Service Quality and Loyalty Healthcare Operations and Scheduling Optimization

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References

2003Telephone Call Centers: Tutorial, Review, and Research Prospects 2005Statistical Analysis of a Telephone Call Center 1981Heavy-Traffic Limits for Queues with Many Exponential Servers 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research 2002Designing a Call Center with Impatient Customers 1995WaveLab and Reproducible Research 2007Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System 2005Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue

Cited by

2017Managing Queueing Systems Where Capacity is Random and Customers are Impatient 2015Scheduling Homogeneous Impatient Customers 2016Does the Past Predict the Future? The Case of Delay Announcements in Service Systems 2015Managing Customer Expectations and Priorities in Service Systems 2018Dynamic Scheduling in a Many-Server, Multiclass System: The Role of Customer Impatience in Large Systems

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2019Economies-of-Scale in Many-Server Queueing Systems: Tutorial and Partial Review of the QED Halfin--Whitt Heavy-Traffic Regimearticle · 13 shared references 2011Call Centers with Delay Information: Models and Insightsarticle · 11 shared references 2013Excursion-Based Universal Approximations for the Erlang-A Queue in Steady-Statearticle · 11 shared references 2010Service Engineering: Data-Based Course Development and Teachingarticle · 11 shared references 2015Staffing and scheduling under nonstationary demand for service: A literature reviewarticle · 10 shared references 2010On the Accuracy of Fluid Models for Capacity Sizing in Queueing Systems with Impatient Customersarticle · 10 shared references

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Year2013

Typearticle

Published2013-04-10

VenueQueueing Systems

ISSN-L0257-0130

Languageen

Citations69

Files0 public / 0

ShelfAdvanced Queuing Theory Analysis

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doi10.1007/s11134-013-9354-x

openalex_workW2039809384

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2017

Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing

2017To Wait or Not to Wait: The Theory and Practice of Ticket Queues

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