Improving Service by Informing Customers About Anticipated Delays

Published Online:https://doi.org/10.1287/mnsc.45.2.192

References

  • Abate J., Whitt W. Numerical inversion of Laplace transforms of probability distributions. ORSA J. Comput. (1995) 7:36–43LinkGoogle Scholar
  • Barlow R. E., Bartholomew D. J., Bremner J. M., Brunk H. D.Statistical Inference Under Order Restrictions (1972) (Wiley, New York) Google Scholar
  • Basawa I. V., Prakasa Rao B. L. S.Statistical Inference for Stochastic Processes (1980) (Academic Press, New York) Google Scholar
  • Boxma O. J., de Waal P. R., Labetoulle J., Roberts J. W. Multiserver queues with impatient customers. Proc. ITC 14 (1995) North-Holland, Amsterdam:743–756Google Scholar
  • Choudhury G. L., Leung K. K., Whitt W. An inversion algorithm to compute blocking probabilities in loss networks with state-dependent rates. IEEE/ACM Trans. Networking (1995) 3:585–601CrossrefGoogle Scholar
  • Courtois P. J.Decomposability (1977) (Academic Press, New York) Google Scholar
  • Davis J. L., Massey W. A., Whitt W. Sensitivity of the service-time distribution in the nonstationary Erlang loss model. Management Sci. (1995) 41:1107–1116LinkGoogle Scholar
  • Delbrouck L. E. N. A unified approximate evaluation of congestion functions for smooth and peaky traffic. IEEE Trans. Comm. (1981) COM29:85–91CrossrefGoogle Scholar
  • Falin G. A survey of retrial queues. Queueing Systems (1990) 7:127–167CrossrefGoogle Scholar
  • Feller W.An Introduction to Probability Theory and its Applications (1971) II.2nd ed.(Wiley, New York) Google Scholar
  • Green L., Kolesar P. The pointwise stationary approximating for queues with nonstationary arrivals. Management Sci. (1991) 37:84–97LinkGoogle Scholar
  • Gross D., Harris C. M.Fundamentals of Queueing Theory (1985) 2nd ed.(Wiley, New York) Google Scholar
  • Hall R. W.Queueing Methods for Services and Manufacturing (1991) (Prentice-Hall, Englewood Cliffs, N.J.) Google Scholar
  • Heyman D. P., Sobel M. J.Stochastic Models in Operations Research (1982) I(McGraw-Hill, New York) Google Scholar
  • Hui M. K., Tse D. K. What to tell customers in waits of different lengths: An integrative model of service evaluation. J. Marketing (1986) 60:81–90CrossrefGoogle Scholar
  • Katz K. L., Larson B. M., Larson R. C. Prescription for the waiting-in-line blues: Entertain, enlighten and engage. Sloane Management Rev. (1991) 32:44–53Google Scholar
  • Kelly F. P. Loss networks. Ann. Appl. Probab. (1991) 1:319–378CrossrefGoogle Scholar
  • Massey W. A., Whitt W. Stationary-process approximations for the nonstationary Erlang loss model. Oper. Res. (1996) 44:976–983LinkGoogle Scholar
  • Rappaport D. M. Key role of integration in call centers. Bus. Comm. Rev. (1996) July):44–48Google Scholar
  • Ross K. W.Multiservice Loss Models for Broadband Telecommunication Networks (1995) (Springer, New York) CrossrefGoogle Scholar
  • Shaked M., Shanthikumar J. G.Stochastic Orders and Their Applications (1994) (Academic Press, New York) Google Scholar
  • Smith D. R., Whitt W. Resource sharing for efficiency in traffic systems. Bell System Tech. J. (1981) 60:39–55CrossrefGoogle Scholar
  • Taylor S. Waiting for service: the relationship between delays and evaluations of service. J. Marketing (1994) 58:56–69CrossrefGoogle Scholar
  • Whitt W. Comparing counting processes and queues. Adv. Appl. Probab. (1981) 13:207–220CrossrefGoogle Scholar
  • Whitt W. Blocking when service is required from several facilities simultaneously. AT&T Tech. J. (1985) 64:1807–1856CrossrefGoogle Scholar
  • Whitt W. The pointwise stationary approximation for Mt/Mt/s queues is asymptotically correct as the rates increase. Management Sci. (1991) 37:307–314LinkGoogle Scholar
  • Whitt W. Approximations for the GI/G/m queue. Production Oper. Management (1993) 2:114–161CrossrefGoogle Scholar
  • Whitt W. Predicting queueing delays. Management Sci. (1999) . To appear inLinkGoogle Scholar
  • Wolff R. W.Stochastic Modelling and the Theory of Queues (1989) (Prentice-Hall, Englewood Cliffs, NJ) Google 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.