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

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References

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157 cited

2011“We Will Be Right with You”: Managing Customer Expectations with Vague Promises and Cheap Talk155 cited

Cited by

2017Managing Queueing Systems Where Capacity is Random and Customers are Impatient65 cited
2015Scheduling Homogeneous Impatient Customers50 cited
2016Does the Past Predict the Future? The Case of Delay Announcements in Service Systems47 cited
2015Managing Customer Expectations and Priorities in Service Systems37 cited
2018Dynamic Scheduling in a Many-Server, Multiclass System: The Role of Customer Impatience in Large Systems35 cited
2017Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing29 cited
2017To Wait or Not to Wait: The Theory and Practice of Ticket Queues28 cited
2020Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option20 cited
2023Balancing Agent Retention and Waiting Time in Service Platforms18 cited
2017A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments17 cited
2014G-RAND: A phase-type approximation for the nonstationary G(t)/G(t)/s(t)+G(t) queue12 cited
2017An M/PH/K queue with constant impatient time12 cited