Priority Assignment Under Imperfect Information on Customer Type Identities

Published Online:https://doi.org/10.1287/msom.1080.0246

References

  • Afèche P. Incentive-compatible revenue management in queueing systems: Optimal strategic delay and other delay tactics. (2007) . Working paper, Rotman School of Management, University of Toronto, TorontoGoogle Scholar
  • Akşin O. 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
  • Balachandran K. R. Purchasing priorities in queues. Management Sci. (1972) 18(5):319–326LinkGoogle Scholar
  • Baxt W. G., Berry C. C., Epperson M. D., Scalzitti V. The failure of prehospital trauma prediction rules to classify trauma patients accurately. Ann. Emergency Medicine (1989) 18(1):1–8CrossrefGoogle Scholar
  • Brady D. Why service stinks. BusinessWeek (2000) October 23):118–128Google Scholar
  • Cobham A. Priority assignment in waiting line problems. J. Oper. Res. Soc. America (1954) 2(1):70–76LinkGoogle Scholar
  • Cobham A. Priority assignment—A correction. J. Oper. Res. Soc. America (1955) 3(4):547LinkGoogle Scholar
  • Cox D. R., Smith W. L.Queues (1961) (Methuen & Co., London) Google Scholar
  • Frykberg E. R. Medical management of disasters and mass casualties from terrorist bombings: How can we cope? J. Trauma (2002) 53(2):201–212CrossrefGoogle Scholar
  • Gans N., Zhou Y.-P. A call-routing problem with service level constraints. Oper. Res. (2003) 51(2):255–271LinkGoogle Scholar
  • Gans N., Zhou Y.-P. Call-routing schemes for call-center outsourcing. Manufacturing Service Oper. Management (2007) 9(1):33–50LinkGoogle Scholar
  • Green L. A multiple dispatch queueing model of police patrol operations. Management Sci. (1984) 30(6):653–664LinkGoogle Scholar
  • Güneş E. D., Akşin O. Z. Value creation in service delivery: Relating market segmentation, incentives, and operational performance. Manufacturing Service Oper. Management (2004) 6(4):338–357LinkGoogle Scholar
  • Gurvich I., Armony M., Mandelbaum A. Service level differentiation in call centers with fully flexible servers. Management Sci. (2005) 54(2):279–294LinkGoogle Scholar
  • Hasija S., Pinker E. J., Shumsky R. A. Staffing and routing in a two-tier call center. Internat. J. Oper. Res. (2005) 1(1/2):8–29CrossrefGoogle Scholar
  • Hassin R., Haviv M.To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems (2003) (Kluwer, Boston) CrossrefGoogle Scholar
  • Hastie T., Tibshirani R., Friedman J.The Elements of Statistical Learning: Data Mining, Inference, and Prediction (2001) (Springer, New York) CrossrefGoogle Scholar
  • Hosmer D. W., Lemeshow S.Applied Logistic Regression (2000) (John Wiley & Sons, New York) CrossrefGoogle Scholar
  • Jaiswal N. K.Priority Queues (1968) (Academic Press, New York) Google Scholar
  • Kleinrock L. Optimum bribing for queue position. Oper. Res. (1967) 15(2):304–318LinkGoogle Scholar
  • Kumar V.Managing Customers for Profit: Strategies to Increase Profits and Build Loyalty (2008) (Wharton School Publishing, Upper Saddle River, NJ) Google Scholar
  • Lu Y., Squillante M. S. Scheduling to minimize general functions of the mean and variance of sojourn times in queueing systems. (2004) . IBM Research Report RC23415 (W0411-053), Yorktown Heights, NYGoogle Scholar
  • Mendelson H., Whang S. Optimal incentive-compatible priority pricing for the M/M/1 queue. Oper. Res. (1990) 38(5):870–883LinkGoogle Scholar
  • Müller A., Stoyan D.Comparison Methods for Stochastic Models and Risks (2002) (John Wiley & Sons, West Sussex, UK) Google Scholar
  • Palumbo L., Kubincanek J., Emerman C., Jouriles N., Cydulka R., Shade B. Performance of a system to determine EMS dispatch priorities. Amer. J. Emergency Medicine (1996) 14(4):388–390CrossrefGoogle Scholar
  • Rao S., Petersen E. R. Optimal pricing of priority services. Oper. Res. (1998) 46(1):46–56LinkGoogle Scholar
  • Reilly M. J. Accuracy of a priority medical dispatch system in dispatching cardiac emergencies in a suburban community. Prehospital Disaster Medicine (2006) 21(March–April):77–81CrossrefGoogle Scholar
  • Reinartz W. J., Kumar V. The impact of customer relationship characteristics on profitable lifetime duration. J. Marketing (2003) 67(1):77–99CrossrefGoogle Scholar
  • Schaack C., Larson R. C. An N-server cutoff priority queue. Oper. Res. (1986) 34(2):257–266LinkGoogle Scholar
  • Schaack C., Larson R. C. An N server cutoff priority queue where arriving customers request a random number of servers. Management Sci. (1989) 35(5):614–634LinkGoogle Scholar
  • Shaked M., Shanthikumar J. G.Stochastic Orders (2007) (Springer, New York) CrossrefGoogle Scholar
  • Shin A. What customers say and how they say it. Washington Post (2006) October 18):DO1Google Scholar
  • Shumsky R. A., Pinker E. J. Gatekeepers and referrals in services. Management Sci. (2003) 49(7):839–856LinkGoogle Scholar
  • van der Zee S. P., Theil H. Priority assignment in waiting-line problems under conditions of misclassification. Oper. Res. (1961) 9(6):875–885LinkGoogle Scholar
  • Van Mieghem J. Dynamic scheduling with convex delay costs. Ann. Appl. Probab. (1995) 5(3):809–833CrossrefGoogle Scholar
  • Walton C. J., Grenyer B. F. S. Prioritizing access to psychotherapy services: The client priority rating scale. Clinical Psych. Psychotherapy (2002) 9(6):418–429CrossrefGoogle Scholar
  • Wolff R. W.Stochastic Modeling and the Theory of Queues (1989) (Prentice-Hall, Upper Saddle River, 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.