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Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing
16 references·7 citing·32 second hop
Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing (2017)Refined Models for Efficiency-Driven Queu…Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers (2009)Staffing Many-Server Queues w…The Impact of Delay Announcements in Many-Server Queues with Abandonment (2008)The Impact of Delay Announcem…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Martingale proofs of many-server heavy-traffic limits for Markovian queues (2007)Martingale proofs of many-ser…Fluid Models for Multiserver Queues with Abandonments (2006)Fluid Models for Multiserver …The Psychology of Waiting Lines (2005)The Psychology of Waiting Lin…Statistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)Call Centers with Impatient C…Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments (2004)Efficiency-Driven Heavy-Traff…To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems (2003)To Queue or Not to Queue: Equ…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation (1996)What to Tell Consumers in Wai…On Positive Harris Recurrence of Multiclass Queueing Networks: A Unified Approach Via Fluid Limit Models (1995)On Positive Harris Recurrence…The Service encounter : managing employee/customer interaction in service businesses (1985)The Service encounter : manag…The Regulation of Queue Size by Levying Tolls (1969)The Regulation of Queue Size …Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail (2022)Need for Speed: The Impact of…Applications of fluid models in service operations management (2022)Applications of fluid models …Scheduling to Differentiate Service in a Multiclass Service System (2021)Scheduling to Differentiate S…To Pool or Not to Pool: Queueing Design for Large-Scale Service Systems (2020)To Pool or Not to Pool: Queue…Many-server Gaussian limits for overloaded non-Markovian queues with customer abandonment (2018)Many-server Gaussian limits f…Two-parameter process limits for an infinite-server queue with arrival dependent service times (2016)Two-parameter process limits …Gaussian Limits for a Fork-Join Network with Nonexchangeable Synchronization in Heavy Traffic (2015)Gaussian Limits for a Fork-Jo…Matrix-Geometric Solutions to Stochastic Models (1984)Information Sharing and Supply Chain Coordination (2003)On the Value of Commitment and Availability Guarantees When Selling to Strategic Consumers (2008)On-Demand Service Platforms (2016)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Proceedings of the 2002 Winter Simulation Conference (2002)Dimensioning Large Call Centers (2004)Foundations and Implications of a Proposed Unified Services Theory (2006)Stochastic Modeling and the Theory of Queues (1989)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Forecasting: theory and practice (2022)An approach to environmental psychology (1974)Understanding Attitudes and Predicting Social Behavior (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)The impact of music on consumers' reactions to waiting for services (1997)Measurement of tourist satisfaction with restaurant services: A segment-based approach (2003)Behavior in operations management: Assessing recent findings and revisiting old assumptions (2006)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)The measurement of experienced burnout (1981)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Stability and convergence of moments for multiclass queueing networks via fluid limit models (1995)SCHEDULING IN A QUEUING SYSTEM WITH ASYNCHRONOUSLY VARYING SERVICE RATES (2004)Control Techniques for Complex Networks (2007)An Equilibrium Queuing Model of Bribery (1985)Waiting time influence on the satisfaction‐loyalty relationship in services (2007)Bodies of Knowledge for Research in Behavioral Operations (2009)Customer satisfaction and its measurement in hospitality enterprises: a revisit and update (2016)The employee-organization relationship, organizational citizenship behaviors, and superior service quality (2002)The Impact of Perceived Organizational Support on the Relationship Between Boundary Spanner Role Stress and Work Outcomes (2003)PERFORMANCE PRODUCTIVITY AND QUALITY FRONTLINE EMPLOYEES IN SERVICE ORGANIZATIONS (2020)
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References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1969The Regulation of Queue Size by Levying Tolls1,227 cited
  • 2003To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems1,052 cited
  • 1995On Positive Harris Recurrence of Multiclass Queueing Networks: A Unified Approach Via Fluid Limit Models886 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 1985The Service encounter : managing employee/customer interaction in service businesses503 cited
  • 1996What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation470 cited
  • 2005The Psychology of Waiting Lines362 cited
  • 2005Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue275 cited
  • 2006Fluid Models for Multiserver Queues with Abandonments268 cited
  • 2007Martingale proofs of many-server heavy-traffic limits for Markovian queues183 cited
  • 2008The Impact of Delay Announcements in Many-Server Queues with Abandonment163 cited
  • 2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers

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143 cited
  • 2004Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments141 cited
  • Cited by

    • 2022Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail44 cited
    • 2020To Pool or Not to Pool: Queueing Design for Large-Scale Service Systems27 cited
    • 2018Many-server Gaussian limits for overloaded non-Markovian queues with customer abandonment27 cited
    • 2021Scheduling to Differentiate Service in a Multiclass Service System23 cited
    • 2015Gaussian Limits for a Fork-Join Network with Nonexchangeable Synchronization in Heavy Traffic18 cited
    • 2022Applications of fluid models in service operations management17 cited
    • 2016Two-parameter process limits for an infinite-server queue with arrival dependent service times13 cited