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Analysis of ticket queues with reneging customers

Author

Listed:
  • Ding Ding

    (University of International Business and Economics, Beijing, China)

  • Jihong Ou

    (Cheung Kong Graduate School of Business, Beijing, China)

  • James Ang

    (NUS Business School, Singapore, Singapore)

Abstract

In this paper we analyse queues in which customer waiting positions are represented by ticket numbers. The customers at any time can observe the number being served and may leave the queue without obtaining the service (reneging). Assuming the customers’ tendency to renege depends dynamically on the difference between their ticket number and the number being served, we develop an approximation procedure in order to calculate the percentage of reneging customers. We give a detailed exposition of the analysis for the case of single-server system and provide a highlight of extension to multi-server systems. As an application of the approximating procedure, we also illustrate numerically that, under a hypothetical reneging behaviour, offering customers extra information on the actual queue length can reduce the customer reneging percentage by as much as 65%.

Suggested Citation

  • Ding Ding & Jihong Ou & James Ang, 2015. "Analysis of ticket queues with reneging customers," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 66(2), pages 231-246, February.
    • Handle: RePEc:pal:jorsoc:v:66:y:2015:i:2:p:231-246
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    Citations

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    Cited by:

    1. Kaan Kuzu & Refik Soyer, 2018. "Bayesian modeling of abandonments in ticket queues," Naval Research Logistics (NRL), John Wiley & Sons, vol. 65(6-7), pages 499-521, September.
    2. Gabi Hanukov & Shoshana Anily & Uri Yechiali, 2020. "Ticket queues with regular and strategic customers," Queueing Systems: Theory and Applications, Springer, vol. 95(1), pages 145-171, June.
    3. Gabi Hanukov & Michael Hassoun & Oren Musicant, 2021. "On the Benefits of Providing Timely Information in Ticket Queues with Balking and Calling Times," Mathematics, MDPI, vol. 9(21), pages 1-16, October.

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