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Integrating emotional load into service operations

Author

Listed:
  • Galit B. Yom-Tov

    (Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology)

  • Anat Rafaeli

    (Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology)

Abstract

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Suggested Citation

  • Galit B. Yom-Tov & Anat Rafaeli, 2022. "Integrating emotional load into service operations," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 565-567, April.
    • Handle: RePEc:spr:queues:v:100:y:2022:i:3:d:10.1007_s11134-022-09740-3
    DOI: 10.1007/s11134-022-09740-3
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    References listed on IDEAS

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    1. Stephen G. Eick & William A. Massey & Ward Whitt, 1993. "The Physics of the Mt/G/∞ Queue," Operations Research, INFORMS, vol. 41(4), pages 731-742, August.
    2. Delasay, Mohammad & Ingolfsson, Armann & Kolfal, Bora & Schultz, Kenneth, 2019. "Load effect on service times," European Journal of Operational Research, Elsevier, vol. 279(3), pages 673-686.
    3. Tolga Tezcan & Jiheng Zhang, 2014. "Routing and Staffing in Customer Service Chat Systems with Impatient Customers," Operations Research, INFORMS, vol. 62(4), pages 943-956, August.
    4. Jing Dong & Pnina Feldman & Galit B. Yom-Tov, 2015. "Service Systems with Slowdowns: Potential Failures and Proposed Solutions," Operations Research, INFORMS, vol. 63(2), pages 305-324, April.
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