Predicting Queueing Delays
Author
Abstract
Suggested Citation
DOI: 10.1287/mnsc.45.6.870
Download full text from publisher
References listed on IDEAS
- D. A. Stanford & B. Pagurek & C. M. Woodside, 1983. "Optimal Prediction of Times and Queue Lengths in the GI / M /1 Queue," Operations Research, INFORMS, vol. 31(2), pages 322-337, April.
- Joseph Abate & Ward Whitt, 1995. "Numerical Inversion of Laplace Transforms of Probability Distributions," INFORMS Journal on Computing, INFORMS, vol. 7(1), pages 36-43, February.
- Ward Whitt, 1999. "Improving Service by Informing Customers About Anticipated Delays," Management Science, INFORMS, vol. 45(2), pages 192-207, February.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Rouba Ibrahim & Mor Armony & Achal Bassamboo, 2017. "Does the Past Predict the Future? The Case of Delay Announcements in Service Systems," Management Science, INFORMS, vol. 63(6), pages 1762-1780, June.
- Rouba Ibrahim, 2018. "Sharing delay information in service systems: a literature survey," Queueing Systems: Theory and Applications, Springer, vol. 89(1), pages 49-79, June.
- Stefan Helber & Raik Stolletz & Sophie Bothe, 2005. "Erfolgszielorientierte Agentenallokation in Inbound Call-Centern," Schmalenbach Journal of Business Research, Springer, vol. 57(1), pages 3-32, February.
- Zeynep Akşin & Baris Ata & Seyed Morteza Emadi & Che-Lin Su, 2017.
"Impact of Delay Announcements in Call Centers: An Empirical Approach,"
Operations Research, INFORMS, vol. 65(1), pages 242-265, February.
- Zeynep Akşin & Baris Ata & Seyed Morteza Emadi & Che-Lin Su, 2017. "Impact of Delay Announcements in Call Centers: An Empirical Approach," Operations Research, INFORMS, vol. 65(1), pages 242-265, February.
- Rouba Ibrahim & Ward Whitt, 2009. "Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments," Management Science, INFORMS, vol. 55(10), pages 1729-1742, October.
- Robert M. Saltzman & Vijay Mehrotra, 2001. "A Call Center Uses Simulation to Drive Strategic Change," Interfaces, INFORMS, vol. 31(3), pages 87-101, June.
- Zhang, Zhe George & Yin, Xiaoling, 2021. "Information and pricing effects in two-tier public service systems," International Journal of Production Economics, Elsevier, vol. 231(C).
- Achal Bassamboo & Rouba Ibrahim, 2021. "A General Framework to Compare Announcement Accuracy: Static vs. LES-Based Announcement," Management Science, INFORMS, vol. 67(7), pages 4191-4208, July.
- Ward Whitt, 1999. "Improving Service by Informing Customers About Anticipated Delays," Management Science, INFORMS, vol. 45(2), pages 192-207, February.
- Jouini, Oualid & Dallery, Yves & Aksin, Zeynep, 2009. "Queueing models for full-flexible multi-class call centers with real-time anticipated delays," International Journal of Production Economics, Elsevier, vol. 120(2), pages 389-399, August.
- Rouba Ibrahim & Ward Whitt, 2009. "Real-Time Delay Estimation Based on Delay History," Manufacturing & Service Operations Management, INFORMS, vol. 11(3), pages 397-415, May.
- Oualid Jouini & Yves Dallery, 2008. "Moments of first passage times in general birth–death processes," Mathematical Methods of Operations Research, Springer;Gesellschaft für Operations Research (GOR);Nederlands Genootschap voor Besliskunde (NGB), vol. 68(1), pages 49-76, August.
- Najiya Fatma & Varun Ramamohan, 2023. "Patient diversion using real-time delay predictions across healthcare facility networks," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 45(2), pages 437-476, June.
- Chester Chambers & Panagiotis Kouvelis, 2006. "Modeling and Managing the Percentage of Satisfied Customers in Hidden and Revealed Waiting Line Systems," Production and Operations Management, Production and Operations Management Society, vol. 15(1), pages 103-116, March.
- Azam Asanjarani & Yoni Nazarathy & Peter Taylor, 2021. "A survey of parameter and state estimation in queues," Queueing Systems: Theory and Applications, Springer, vol. 97(1), pages 39-80, February.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Zeynep Akşin & Baris Ata & Seyed Morteza Emadi & Che-Lin Su, 2017.
"Impact of Delay Announcements in Call Centers: An Empirical Approach,"
Operations Research, INFORMS, vol. 65(1), pages 242-265, February.
- Zeynep Akşin & Baris Ata & Seyed Morteza Emadi & Che-Lin Su, 2017. "Impact of Delay Announcements in Call Centers: An Empirical Approach," Operations Research, INFORMS, vol. 65(1), pages 242-265, February.
- Ward Whitt, 2005. "Engineering Solution of a Basic Call-Center Model," Management Science, INFORMS, vol. 51(2), pages 221-235, February.
- Jonathan K. Budd & Peter G. Taylor, 2015. "Calculating optimal limits for transacting credit card customers," Papers 1506.05376, arXiv.org, revised Aug 2015.
- Rouba Ibrahim & Mor Armony & Achal Bassamboo, 2017. "Does the Past Predict the Future? The Case of Delay Announcements in Service Systems," Management Science, INFORMS, vol. 63(6), pages 1762-1780, June.
- Dassios, Angelos & Lim, Jia Wei, 2013. "Parisian option pricing: a recursive solution for the density of the Parisian stopping time," LSE Research Online Documents on Economics 58985, London School of Economics and Political Science, LSE Library.
- Rouba Ibrahim & Ward Whitt, 2011. "Wait-Time Predictors for Customer Service Systems with Time-Varying Demand and Capacity," Operations Research, INFORMS, vol. 59(5), pages 1106-1118, October.
- Qiuping Yu & Gad Allon & Achal Bassamboo & Seyed Iravani, 2018. "Managing Customer Expectations and Priorities in Service Systems," Management Science, INFORMS, vol. 64(8), pages 3942-3970, August.
- Dassios, Angelos & Qu, Yan & Zhao, Hongbiao, 2018. "Exact simulation for a class of tempered stable," LSE Research Online Documents on Economics 86981, London School of Economics and Political Science, LSE Library.
- Feng, Runhuan & Volkmer, Hans W., 2012. "Modeling credit value adjustment with downgrade-triggered termination clause using a ruin theoretic approach," Insurance: Mathematics and Economics, Elsevier, vol. 51(2), pages 409-421.
- Dell'Era Mario, M.D., 2008. "Pricing of the European Options by Spectral Theory," MPRA Paper 17429, University Library of Munich, Germany.
- Chenxu Li, 2016. "Bessel Processes, Stochastic Volatility, And Timer Options," Mathematical Finance, Wiley Blackwell, vol. 26(1), pages 122-148, January.
- Pengfei Guo & Paul Zipkin, 2007. "Analysis and Comparison of Queues with Different Levels of Delay Information," Management Science, INFORMS, vol. 53(6), pages 962-970, June.
- Blanc, J.P.C., 2001.
"On the Numerical Inversion of Busy-Period Related Transforms,"
Other publications TiSEM
6c859c40-8d0b-4b3b-9526-a, Tilburg University, School of Economics and Management.
- Blanc, J.P.C., 2002. "On the numerical inversion of busy-period related transforms," Other publications TiSEM f79e4d82-a653-4dd6-b189-7, Tilburg University, School of Economics and Management.
- Blanc, J.P.C., 2001. "On the Numerical Inversion of Busy-Period Related Transforms," Discussion Paper 2001-59, Tilburg University, Center for Economic Research.
- Jouini, Oualid & Dallery, Yves & Aksin, Zeynep, 2009. "Queueing models for full-flexible multi-class call centers with real-time anticipated delays," International Journal of Production Economics, Elsevier, vol. 120(2), pages 389-399, August.
- Pengfei Guo & Zhe George Zhang, 2013. "Strategic Queueing Behavior and Its Impact on System Performance in Service Systems with the Congestion-Based Staffing Policy," Manufacturing & Service Operations Management, INFORMS, vol. 15(1), pages 118-131, September.
- Richard L. Warr & Cason J. Wight, 2020. "Error Bounds for Cumulative Distribution Functions of Convolutions via the Discrete Fourier Transform," Methodology and Computing in Applied Probability, Springer, vol. 22(3), pages 881-904, September.
- Qiuping Yu & Gad Allon & Achal Bassamboo, 2017. "How Do Delay Announcements Shape Customer Behavior? An Empirical Study," Management Science, INFORMS, vol. 63(1), pages 1-20, January.
- Yera, Yoel G. & Lillo, Rosa E. & Ramírez-Cobo, Pepa, 2019. "Fitting procedure for the two-state Batch Markov modulated Poisson process," European Journal of Operational Research, Elsevier, vol. 279(1), pages 79-92.
- He, Gang & Wu, Wenqing & Zhang, Yuanyuan, 2018. "Analysis of a multi-component system with failure dependency, N-policy and vacations," Operations Research Perspectives, Elsevier, vol. 5(C), pages 191-198.
- Chester Chambers & Panagiotis Kouvelis, 2006. "Modeling and Managing the Percentage of Satisfied Customers in Hidden and Revealed Waiting Line Systems," Production and Operations Management, Production and Operations Management Society, vol. 15(1), pages 103-116, March.
More about this item
Keywords
service systems; telephone call centers; predicting delays; communicating anticipated delays; predicting response times;All these keywords.
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:ormnsc:v:45:y:1999:i:6:p:870-888. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.