Managing Service Systems with an Offline Waiting Option and Customer Abandonment

Published Online:https://doi.org/10.1287/msom.1080.0244

References

  • Adan I. J., Wessels J., Zijm W. H. M. Analysis of the asymmetric shortest queue problem. Queueing Systems (1991) 8:1–58CrossrefGoogle Scholar
  • Ahmadi R. H. Managing capacity and flow at theme parks. Oper. Res. (1997) 45(1):1–13LinkGoogle Scholar
  • Armony M., Maglaras C. Contact centers with a call-back option and real-time delay information. Oper. Res. (2004a) 52(4):527–545LinkGoogle Scholar
  • Armony M., Maglaras C. On customer contact centers with a call-back option: Customer decisions, routing rules, and system design. Oper. Res. (2004b) 52(4):271–292LinkGoogle Scholar
  • Bitran G. R., Ferrer J. C., Oliveira P. R. Managing customers experiences: Perspectives on the temporal aspects of service encounters. Manufacuring Service Oper. Management (2008) 10(1):61–83LinkGoogle Scholar
  • Browne S., Whitt W., Dshalalow J. H. Piecewise-linear diffusion processes. Advances in Queueing: Theory, Methods, and Open Problems (1995) (CRC Press, Boca Raton, FL) 463–480Google Scholar
  • Dickson D., Ford R. C., Laval B. Managing real and virtual wait in hospitality and service organizations. Cornell Hotel Restaurant Admin. Quart. (2005) 46:52–68CrossrefGoogle Scholar
  • Flatto L., McLean H. P. Two queue in parallel. Comm. Pure Appl. Math. (1977) 30:255–263CrossrefGoogle Scholar
  • Harrison J. M.Brownian Motion and Stochastic Flow Systems (1985) (Krieger, Malabar, FL) Google Scholar
  • Katz K., Larson B., Larson R. Prescription for the waiting in line blues: Entertain, enlighten and engage. Sloan Management Rev. (1991) 32(2):44–53Google Scholar
  • Maister D., Czepiel J. A., Solomon M., Surprenant C. S. The psychology of waiting in lines. The Service Encounter (1985) (Lexington Books, Lexington, MA) 113–123Google Scholar
  • Mandelbaum A., Shimkin N. A model for rational abandonments from invisible queues. Queueing Systems (2000) 36:141–173CrossrefGoogle Scholar
  • Mielke R., Zahralddin A., Padam D., Mastaglio T., Medeiros D. J., Watson E. F., Carson J. S., Manivannan M. S. Simulation applied to theme park management. Proc. 1998 Winter Simulation Conf. (1998) 1199–1203CrossrefGoogle Scholar
  • Munichor N., Rafaeli A. Number of apologies? Customer reactions to telephone waiting time fillers. J. Applied Psych. (2007) 92(2):511–518CrossrefGoogle Scholar
  • Oi W. I. A Disneyland dilemma: Two-part tariffs for a Mickey Mouse monopoly. Quart. J. Econom. (1971) 85(1):77–96CrossrefGoogle Scholar
  • Parlakturk A., Kumar S. Self-interested routing in queueing networks. Management Sci. (2004) 50(7):949–967LinkGoogle Scholar
  • Plambeck E., Kumar S., Harrison J. M. A multiclass queue in heavy traffic with throughput time constraints; asymptotically optimal dynamic controls. Queueing Systems (2001) 39:23–54Google Scholar
  • Puhalskii A. On the invariance principle for the first passage time. Math. Oper. Res. (1994) 19:946–954LinkGoogle Scholar
  • Reiman M. I., Bacceli F., Fayolle G. Some diffusion approximations with state space collapse. Modelling and Performance Evaluation Methodology (1984) (Springer-Verlag, New York) 209–240CrossrefGoogle Scholar
  • Taylor S. Waiting for service: The relationship between delays and evaluations of service. J. Marketing (1994) 58(2):56–69CrossrefGoogle Scholar
  • Whitt W. Improving service by informing customers about anticipated delays. Management Sci. (1999) 45(2):192–207LinkGoogle Scholar
  • Whitt W. Fluid models for multiserver queues with abandonments. Oper. Res. (2006) 54(1):37–54LinkGoogle 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.