Estimating Customer Impatience in a Service System With Unobserved Balking
References
- (2013) Structural estimation of callers’ delay sensitivity in call centers. Management Sci. 59(12):2727–2746.Link, Google Scholar
- (1987) Consistency in nonlinear econometric models: A generic uniform law of large numbers. Econometrica 55(6):1465–1471.Google Scholar
- (2021) A survey of parameter and state estimation in queues. Queueing Syst. 97:39–80.Google Scholar
- (2003) Applied Probability and Queues, 2nd ed. (Springer, New York).Google Scholar
- (1981) On queues with impatient customers. Doctoral dissertation, INRIA.Google Scholar
- (1984) Single-server queues with impatient customers. Adv. in Appl. Probab. 16:887–905.Google Scholar
- (1999) Convergence of Probability Measures. (Wiley, Chichester, UK)Google Scholar
- (1986) Approximation with generalized hyperexponential distributions: Weak convergence results. Queueing Syst. 1:169–190.Google Scholar
- (2011) The M/G/1+G queue revisited. Queueing Syst. 67:207–220.Google Scholar
- (2010) The busy period of an M/G/1 queue with customer impatience. J. Appl. Probab. 47:130–145.Google Scholar
- (2005) Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. 100 (469):36–50.Google Scholar
- (2002) Model Selection and Multimodel Inference: A Practical Information-Theoretic Approach (Springer, New York).Google Scholar
- (1995) A limited memory algorithm for bound constrained optimization. SIAM J. Sci. Comput. 16:1190–1208.Google Scholar
- (2020) Silent abandonment in contact centers: Estimating customer patience from uncertain data. Working paper, https://gality.net.technion.ac.il/files/2019/12/Castellanos_Silent_Abandonment_Paper.pdf.Google Scholar
- (1995) Admission control and routing in ATM networks using inferences from measured buffer occupancy. IEEE Trans. Commun. 43(2/3/4):1778–1784.Google Scholar
- (1998) Moment estimation of customer loss rates from transactional data. J. Appl. Math. Stochastic Anal. 11(3):301–310.Google Scholar
- (1985) A queueing system with impatient customers. J. Appl. Probab. 22:688–696.Google Scholar
- (2015) Queues and Lévy Fluctuation Theory. (Springer, New York).Google Scholar
- (2017) Convergence rates of Laplace-transform based estimators. Bernoulli 23(4A):2533–2557.Google Scholar
- (2004) Estimation of continuous-time Markov processes sampled at random time intervals. Econometrica 72(6):1773–1808.Google Scholar
- (2011) Estimating Loynes’ exponent. Queueing Syst. 68(285):285–293.Google Scholar
- (2019) The impact of delay announcements on hospital network coordination and waiting times. Management Sci. 65(5):1969–1994.Abstract, Google Scholar
- (1996) A Course in Large Sample Theory (Chapman & Hall, Routledge, London).Google Scholar
- (2000) Estimating tail probabilities in queues via extremal statistics. Analysis of communication networks: Call centres, traffic, and performance. AMS Fields Inst. Comm. 28:135–158.Google Scholar
- (2009) Asymptotic inference for waiting times and patiences in queues with abandonment. Comm. Statist. Simulation Comput. 38:318–334.Google Scholar
- (2007) Analysis and comparison of queues with different levels of delay information. Management Sci. 53(6):962–970.Link, Google Scholar
- (2008) The effects of information on a queue with balking and phase-type service times. Naval Res. Logist. 55(5):406–411.Google Scholar
- (2006) Nonparametric inference from the M/G/1 workload. Bernoulli. 12(4):737–759.Google Scholar
- (2016) Rational Queueing (CRC Press, Boca Raton, FL).Google Scholar
- (2003) To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems (Springer, New York).Google Scholar
- (1986) Consistent maximum-likelihood estimation with dependent observations: The general (non-normal) case and the normal case. J. Econom. 32(2):253–285.Google Scholar
- (1997) Quasi-Likelihood and Its Application: A General Approach to Optimal Parameter Estimation (Springer Science & Business Media, New York).Google Scholar
- (2018) Sharing delay information in service systems: A literature survey. Queueing Syst. 89:49–79.Google Scholar
- (2015) Analysis of the loss probability in the M/G/1+G queue. Queueing Syst. 80:363–386.Google Scholar
- (1961) Some queueing problems with restrictions. Theory Probab. Appl. 6:205–208.Google Scholar
- (1990) The queue inference engine: Deducing queue statistics from transactional data. Management Sci. 36(5):586–601.Link, Google Scholar
- (2017) A numerical approach to stability of multiclass queueing networks. IEEE Trans. Automat. Control 62:5478–5484.Google Scholar
- (2006) Explicit solutions for the steady state distributions in M/PH/1 queues with workload dependent balking. Queueing Syst. 52:251–260.Google Scholar
- (2008) Busy period analysis for M/PH/1 queues with workload dependent balking. Queueing Syst. 59(37):37–51.Google Scholar
- (2000) A model for rational abandonments from invisible queues. Queueing Syst. 36:141–173.Google Scholar
- (2004) Rational abandonment from tele-queues: Nonlinear waiting costs with heterogeneous preferences. Queueing Syst. 47:117–146.Google Scholar
- (2013) Data-stories about (im)patient customers in tele-queues. Queueing Syst. 75:115–146.Google Scholar
- (2020) Hypothesis testing for a Lévy-driven storage system by Poisson sampling. Stochastic Process. Appl. 133:41–73.Google Scholar
- (2017) Detecting Markov chain instability: A Monte Carlo approach. Stoch. Syst. 7(2):289–314.Link, Google Scholar
- (1969) The regulation of queue size by levying tolls. Econometrica 37(1):15–24.Google Scholar
- (2019) Simulation-based estimation of the real demand in bike-sharing systems in the presence of censoring. European J. Oper. Res. 277(1):317–332.Google Scholar
- (2022) Estimating the true arrival, balking, and reneging processes from censored transactional data: A simulation-based approach. Simulation 98(7):597–614.Google Scholar
- (1989) A uniform law of large numbers for dependent and heterogeneous data processes. Econometrica 57(3):675–683.Google Scholar
- (1962) Relations between weak and uniform convergence of measures with applications. Ann. Math. Statist. 33(2):659–680.Google Scholar
- (2019) Estimating the input of a Lévy-driven queue by Poisson sampling of the workload process. Bernoulli 25(4B):3734–3761.Google Scholar
- (2013) Call centers with hyperexponential patience modeling. Int. J. Prod. Econom. 141(1):307–315.Google Scholar
- (1979) Reneging phenomena in single channel queues. Math. Oper. Res. 4(2):162–178.Link, Google Scholar
- (2017) Multi-class M/PH/1 queues with deterministic impatience times. Stoch. Models. 33(1):1–29.Google Scholar
- (2022) Self-reporting and screening: Data with right-censored, left-censored, and complete observations. Statist. Medicine. 41(18):3561–3578.Google Scholar
- (1998) Asymptotic Statistics, vol. 3 (Cambridge University Press, Cambridge, UK).Google Scholar

