Service Interruptions in Large-Scale Service Systems

Published Online:https://doi.org/10.1287/mnsc.1090.1038

References

  • Aksin Z., Armony M., Mehrotra V. The modern call center: A multi-disciplinary perspective on operations management research. Production Oper. Management (2007) 16(6):665–688CrossrefGoogle Scholar
  • Altman E., Yechiali U. Analysis of customers' impatience in queues with server vacations. Queueing Systems (2006) 52(4):261–279CrossrefGoogle Scholar
  • Armony M., Shimkin N., Whitt W. The impact of delay announcements in many-server queues with abandonment. Oper. Res. (2009) 57(1):66–81LinkGoogle Scholar
  • Asmussen S., Glynn P. W.Stochastic Simulation: Algorithms and Analysis (2007) (Springer, New York) CrossrefGoogle Scholar
  • Bassamboo A., Harrison J. M., Zeevi A. Design and control of a large call center: Asymptotic analysis of an LP-based method. Oper. Res. (2006a) 54(3):419–435LinkGoogle Scholar
  • Bassamboo A., Harrison J. M., Zeevi A. Dynamic routing and admission control in high-volume service systems: Asymptotic analysis via multi-scale fluid limits. Queueing Systems (2006b) 51(3–4):249–285CrossrefGoogle Scholar
  • Bassamboo A., Randhawa R. S., Van Mieghem J. A. A little flexibility is all you need: Optimality of tailored chaining and pairing. (2008) . Working paper, Northwestern University, Evanston, ILGoogle Scholar
  • Bhandari A., Scheller-Wolf A., Harchol-Balter M. An exact and efficient algorithm for the constrained dynamic operator staffing problem for call centers. Management Sci. (2008) 54(2):339–353LinkGoogle Scholar
  • Borst S., Mandelbaum A., Reiman M. I. Dimensioning large call centers. Oper. Res. (2004) 52(1):17–34LinkGoogle Scholar
  • Brockmeyer E., Halstrom H. L., Jensen A.The Life and Works of A. K. Erlang (1948) (Danish Academy of Technical Sciences, Copenhagen) Google Scholar
  • Chen H., Whitt W. Diffusion approximations for open queueing networks with service interruptions. Queueing Systems (1993) 13(4):335–359CrossrefGoogle Scholar
  • Chen H., Yao D. D. A fluid model for systems with random disruptions. Oper. Res. (1992) 40(Suppl. 2):S239–S247LinkGoogle Scholar
  • Choudhury G. L., Mandelbaum A., Reiman M. I., Whitt W. Fluid and diffusion limits for queues in slowly changing random environments. Stochastic Models (1997) 13:121–146CrossrefGoogle Scholar
  • Feldman Z., Mandelbaum A., Massey W. A., Whitt W. Staffing of time-varying queues to achieve time-stable performance. Management Sci. (2008) 54(2):324–338LinkGoogle Scholar
  • Gans N., Koole G., Mandelbaum A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management (2003) 5(2):79–141LinkGoogle Scholar
  • Garnett O., Mandelbaum A., Reiman M. I. Designing a call center with impatient customers. Manufacturing Service Oper. Management (2002) 4(3):208–227LinkGoogle Scholar
  • Gurvich I., Whitt W. Service-level differentiation in many-server service systems via queue-ratio routing. Oper. Res. (2009) . ForthcomingGoogle Scholar
  • Halfin S., Whitt W. Heavy-traffic limits for queues with many exponential servers. Oper. Res. (1981) 29(3):567–588LinkGoogle Scholar
  • Hall R. W.Queueing Methods for Services and Manufacturing (1991) (Prentice Hall, Englewood Cliffs, NJ) Google Scholar
  • Ibrahim R., Whitt W. Real-time delay estimation in overloaded multiserver queues with abandonments. Management Sci. (2009) 55(10LinkGoogle Scholar
  • Jordan W. C., Graves S. C. Principles on the benefits of manufacturing process flexibility. Management Sci. (1995) 41(4):577–594LinkGoogle Scholar
  • Kella O., Whitt W. Diffusion approximations for queues with server vacations. Adv. Appl. Prob. (1990) 22:706–729CrossrefGoogle Scholar
  • Kella O., Whitt W. A storage model with a two-stage random environment. Oper. Res. (1992) 40(Suppl. 2):S257–S262LinkGoogle Scholar
  • Mitchell I. Call center consolidation—Does it still make sense? Bus. Comm. Rev. (2001) December):24–28Google Scholar
  • Newell G. F.Applications of Queueing Theory (1982) 2nd ed.(Chapman and Hall, London) CrossrefGoogle Scholar
  • Pang G., Whitt W. Heavy-traffic limits for many-server queues with service interruptions. Queueing Systems (2009) 61(2–3):167–202CrossrefGoogle Scholar
  • Pang G., Talreja R., Whitt W. Martingale proofs of many-server heavy-traffic limits for Markovian queues. Probab. Surveys (2007) 4:193–267CrossrefGoogle Scholar
  • Perry O., Whitt W. Responding to unexpected overloads in large-scale service systems. Management Sci (2009) 55(8):1353–1367LinkGoogle Scholar
  • Smith D. R., Whitt W. Resource sharing for efficiency in traffic systems. Bell System Tech. J. (1981) 60(13):39–55CrossrefGoogle Scholar
  • Wallace R. B., Whitt W. A staffing algorithm for call centers with skill-based routing. Manufacturing Service Oper. Management (2005) 7(4):276–294LinkGoogle Scholar
  • Whitt W. Understanding the efficiency of multi-server service systems. Management Sci. (1992) 38(5):708–723LinkGoogle Scholar
  • Whitt W.Stochastic-Process Limits (2002) (Springer, New York) CrossrefGoogle Scholar
  • Whitt W. Efficiency-driven heavy-traffic approximations for many-server queues with abandonments. Management Sci. (2004) 50(10):1449–1461LinkGoogle Scholar
  • Whitt W. Sensitivity of performance in the Erlang-A queueing model to changes in the model parameters. Oper. Res. (2006a) 54(2):247–260LinkGoogle Scholar
  • Whitt W. Staffing a call center with uncertain arrival rate and absenteeism. Production Oper. Management (2006b) 15(1):88–102CrossrefGoogle Scholar
  • Whitt W. Fluid models for multiserver queues with abandonments. Oper. Res. (2006c) 54(1):37–54LinkGoogle Scholar
  • Zeltyn S., Mandelbaum A. Call centers with impatient customers: Many-server asymptotics of the M/M/n+G queue. Queueing Systems (2005) 51(3–4):361–402CrossrefGoogle Scholar
  • Zhang Z. G., Tian N. Analysis of queueing systems with synchronous single vacation for some servers. Queueing Systems (2003) 45(2):161–175CrossrefGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.