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Does the Past Predict the Future? The Case of Delay Announcements in Service Systems

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References

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2008Little's Law307 cited
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1996Server Staffing to Meet Time-Varying Demand226 cited
1999Improving Service by Informing Customers About Anticipated Delays221 cited
1986Consumer Information in Markets with Random Product Quality: The Case of Queues and Balking196 cited
2007Martingale proofs of many-server heavy-traffic limits for Markovian queues183 cited
2004Contact Centers with a Call-Back Option and Real-Time Delay Information169 cited

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1993Mt/G/∞ Queues with Sinusoidal Arrival Rates167 cited

Cited by

2018An analysis of queues with delayed information and time-varying arrival rates40 cited
2019Nonlinear Dynamics in Queueing Theory: Determining the Size of Oscillations in Queues with Delay35 cited
2018Robust Multiclass Queuing Theory for Wait Time Estimation in Resource Allocation Systems31 cited
2017Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing29 cited
2020Optimal Queue Length Information Disclosure When Service Quality is Uncertain27 cited
2019Priority Service Pricing with Heterogeneous Customers: Impact of Delay Cost Distribution25 cited
2020Proactive Customer Service: Operational Benefits and Economic Frictions20 cited
2022Signaling Service Quality Through Queue Disclosure18 cited
2020A Stochastic Analysis of Queues with Customer Choice and Delayed Information18 cited
2020Limiting the oscillations in queues with delayed information through a novel type of delay announcement16 cited
2017Predicting Waiting Time Overflow on Bank Teller Queues16 cited