IDEAS home Printed from https://ideas.repec.org/a/spr/queues/v89y2018i1d10.1007_s11134-018-9577-y.html
   My bibliography  Save this article

Sharing delay information in service systems: a literature survey

Author

Listed:
  • Rouba Ibrahim

    (University College London)

Abstract

Service providers routinely share information about upcoming waiting times with their customers, through delay announcements. The need to effectively manage the provision of these announcements has led to a substantial growth in the body of literature which is devoted to that topic. In this survey paper, we systematically review the relevant literature, summarize some of its key ideas and findings, describe the main challenges that the different approaches to the problem entail, and formulate research directions that would be interesting to consider in future work.

Suggested Citation

  • 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.
    • Handle: RePEc:spr:queues:v:89:y:2018:i:1:d:10.1007_s11134-018-9577-y
    DOI: 10.1007/s11134-018-9577-y
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11134-018-9577-y
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11134-018-9577-y?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Izak Duenyas & Wallace J. Hopp, 1995. "Quoting Customer Lead Times," Management Science, INFORMS, vol. 41(1), pages 43-57, January.
    2. Leclerc, France & Schmitt, Bernd H & Dube, Laurette, 1995. "Waiting Time and Decision Making: Is Time like Money?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 22(1), pages 110-119, June.
    3. Hong Chen & Murray Frank, 1995. "Monopoly Pricing When Customers Queue," Industrial Organization 9504001, University Library of Munich, Germany.
    4. Gad Allon & Achal Bassamboo & Itai Gurvich, 2011. "“We Will Be Right with You”: Managing Customer Expectations with Vague Promises and Cheap Talk," Operations Research, INFORMS, vol. 59(6), pages 1382-1394, December.
    5. I. Adiri & U. Yechiali, 1974. "Optimal Priority-Purchasing and Pricing Decisions in Nonmonopoly and Monopoly Queues," Operations Research, INFORMS, vol. 22(5), pages 1051-1066, October.
    6. Ward Whitt, 2005. "Engineering Solution of a Basic Call-Center Model," Management Science, INFORMS, vol. 51(2), pages 221-235, February.
    7. Gad Allon & Achal Bassamboo, 2011. "The Impact of Delaying the Delay Announcements," Operations Research, INFORMS, vol. 59(5), pages 1198-1210, October.
    8. Oualid Jouini & O. Zeynep Akşin & Fikri Karaesmen & M. Salah Aguir & Yves Dallery, 2015. "Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion," Production and Operations Management, Production and Operations Management Society, vol. 24(4), pages 587-604, April.
    9. Guo, Pengfei & Zipkin, Paul, 2009. "The effects of the availability of waiting-time information on a balking queue," European Journal of Operational Research, Elsevier, vol. 198(1), pages 199-209, October.
    10. Senthil Veeraraghavan & Laurens Debo, 2009. "Joining Longer Queues: Information Externalities in Queue Choice," Manufacturing & Service Operations Management, INFORMS, vol. 11(4), pages 543-562, April.
    11. 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.
    12. Oualid Jouini & Yves Dallery & Zeynep Aksin, 2009. "Queueing models for full-flexible multi-class call centers with real-time anticipated delays," Post-Print hal-00565481, HAL.
    13. Shone, Rob & Knight, Vincent A. & Williams, Janet E., 2013. "Comparisons between observable and unobservable M/M/1 queues with respect to optimal customer behavior," European Journal of Operational Research, Elsevier, vol. 227(1), pages 133-141.
    14. 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.
    15. Shlomo Halfin & Ward Whitt, 1981. "Heavy-Traffic Limits for Queues with Many Exponential Servers," Operations Research, INFORMS, vol. 29(3), pages 567-588, June.
    16. Refael Hassin & Ricky Roet-Green, 2017. "The Impact of Inspection Cost on Equilibrium, Revenue, and Social Welfare in a Single-Server Queue," Operations Research, INFORMS, vol. 65(3), pages 804-820, June.
    17. Hassin, Refael, 1986. "Consumer Information in Markets with Random Product Quality: The Case of Queues and Balking," Econometrica, Econometric Society, vol. 54(5), pages 1185-1195, September.
    18. Oualid Jouini & Zeynep Akşin & Yves Dallery, 2011. "Call Centers with Delay Information: Models and Insights," Manufacturing & Service Operations Management, INFORMS, vol. 13(4), pages 534-548, October.
    19. 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.
    20. Ward Whitt, 1999. "Improving Service by Informing Customers About Anticipated Delays," Management Science, INFORMS, vol. 45(2), pages 192-207, February.
    21. Edelson, Noel M & Hildebrand, David K, 1975. "Congestion Tolls for Poisson Queuing Processes," Econometrica, Econometric Society, vol. 43(1), pages 81-92, January.
    22. Oualid Jouini & Zeynep Aksin & Yves Dallery, 2011. "Call Centers with Delay Information: Models and Insights," Post-Print hal-00680769, HAL.
    23. Ward Whitt, 1999. "Predicting Queueing Delays," Management Science, INFORMS, vol. 45(6), pages 870-888, June.
    24. Naor, P, 1969. "The Regulation of Queue Size by Levying Tolls," Econometrica, Econometric Society, vol. 37(1), pages 15-24, January.
    25. Ward Whitt, 2004. "Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments," Management Science, INFORMS, vol. 50(10), pages 1449-1461, October.
    26. Zeynep Akşin & Barış Ata & Seyed Morteza Emadi & Che-Lin Su, 2013. "Structural Estimation of Callers' Delay Sensitivity in Call Centers," Management Science, INFORMS, vol. 59(12), pages 2727-2746, December.
    27. Junfei Huang & Avishai Mandelbaum & Hanqin Zhang & Jiheng Zhang, 2017. "Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing," Operations Research, INFORMS, vol. 65(5), pages 1380-1397, October.
    28. Achal Bassamboo & Ramandeep Singh Randhawa, 2016. "Scheduling Homogeneous Impatient Customers," Management Science, INFORMS, vol. 62(7), pages 2129-2147, July.
    29. Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
    30. Mor Armony & Nahum Shimkin & Ward Whitt, 2009. "The Impact of Delay Announcements in Many-Server Queues with Abandonment," Operations Research, INFORMS, vol. 57(1), pages 66-81, February.
    31. Hornik, Jacob, 1984. "Subjective vs. Objective Time Measures: A Note on the Perception of Time in Consumer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 11(1), pages 615-618, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Tesnim Naceur & Yezekael Hayel, 2020. "Deterministic state-based information disclosure policies and social welfare maximization in strategic queueing systems," Queueing Systems: Theory and Applications, Springer, vol. 96(3), pages 303-328, December.
    2. Ward Whitt, 2018. "A broad view of queueing theory through one issue," Queueing Systems: Theory and Applications, Springer, vol. 89(1), pages 3-14, June.
    3. Antonis Economou & Vidyadhar Kulkarni, 2020. "Editorial introduction to the special issue on ‘Strategic queueing: game-theoretic models in queueing theory’—part 1," Queueing Systems: Theory and Applications, Springer, vol. 96(3), pages 201-203, December.
    4. Siddharth Prakash Singh & Mohammad Delasay & Alan Scheller‐Wolf, 2023. "Real‐time delay announcement under competition," Production and Operations Management, Production and Operations Management Society, vol. 32(3), pages 863-881, March.
    5. Jianfu Wang & Ming Hu, 2020. "Efficient Inaccuracy: User-Generated Information Sharing in a Queue," Management Science, INFORMS, vol. 66(10), pages 4648-4666, October.
    6. Jerry Anunrojwong & Krishnamurthy Iyer & Vahideh Manshadi, 2023. "Information Design for Congested Social Services: Optimal Need-Based Persuasion," Management Science, INFORMS, vol. 69(7), pages 3778-3796, July.
    7. Antonis Economou, 2022. "How much information should be given to the strategic customers of a queueing system?," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 421-423, April.
    8. Caner Canyakmaz & Tamer Boyaci, 2018. "Queueing systems with rationally inattentive customers," ESMT Research Working Papers ESMT-18-04_R1, ESMT European School of Management and Technology, revised 01 Oct 2020.
    9. Nur Sunar & Yichen Tu & Serhan Ziya, 2021. "Pooled vs. Dedicated Queues when Customers Are Delay-Sensitive," Management Science, INFORMS, vol. 67(6), pages 3785-3802, June.
    10. Opher Baron & Antonis Economou & Athanasia Manou, 2022. "Increasing social welfare with delays: Strategic customers in the M/G/1 orbit queue," Production and Operations Management, Production and Operations Management Society, vol. 31(7), pages 2907-2924, July.
    11. Noa Zychlinski, 2023. "Applications of fluid models in service operations management," Queueing Systems: Theory and Applications, Springer, vol. 103(1), pages 161-185, February.
    12. Sweeney, Kevin D. & Sweeney, Donald C. & Campbell, James F., 2019. "The performance of priority dispatching rules in a complex job shop: A study on the Upper Mississippi River," International Journal of Production Economics, Elsevier, vol. 216(C), pages 154-172.
    13. Fabian Schéele & Darek M. Haftor & Natallia Pashkevich, 2022. "Predicting delays in service operations," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 211-226, June.
    14. 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.
    15. Dimitrios Logothetis & Antonis Economou, 2023. "The impact of information on transportation systems with strategic customers," Production and Operations Management, Production and Operations Management Society, vol. 32(7), pages 2189-2206, July.
    16. Pengfei Guo & Moshe Haviv & Zhenwei Luo & Yulan Wang, 2022. "Optimal queue length information disclosure when service quality is uncertain," Production and Operations Management, Production and Operations Management Society, vol. 31(5), pages 1912-1927, May.
    17. Yuan, Xuchuan & Brian Hwarng, H., 2023. "Examining the dynamics of reactive capacity allocation through a chaos lens," European Journal of Operational Research, Elsevier, vol. 308(2), pages 912-928.
    18. Qiuping Yu & Yiming Zhang & Yong-Pin Zhou, 2022. "Delay Information in Virtual Queues: A Large-Scale Field Experiment on a Major Ride-Sharing Platform," Management Science, INFORMS, vol. 68(8), pages 5745-5757, August.
    19. Caner Canyakmaz & Tamer Boyaci, 2018. "Opaque queues: Service systems with rationally inattentive customers," ESMT Research Working Papers ESMT-18-04, ESMT European School of Management and Technology.
    20. Gui, Dan-Yang & Liu, Shixiong & Dai, Yu & Liu, Ying & Wang, Xiaoli & Huang, Huiying, 2021. "Greater patience and monetary expenditure: How shopping with companions influences purchase decisions," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    21. 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.
    22. Harish Guda & Milind Dawande & Ganesh Janakiraman, 2023. "The economics of process transparency," Production and Operations Management, Production and Operations Management Society, vol. 32(6), pages 1812-1829, June.
    23. Olga Bountali & Apostolos Burnetas & Lerzan Örmeci, 2022. "Join, balk, or jettison? The effect of flexibility and ranking knowledge in systems with batch arrivals," Production and Operations Management, Production and Operations Management Society, vol. 31(9), pages 3505-3524, September.

    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.
    1. 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.
    2. Oualid Jouini & Zeynep Akşin & Yves Dallery, 2011. "Call Centers with Delay Information: Models and Insights," Manufacturing & Service Operations Management, INFORMS, vol. 13(4), pages 534-548, October.
    3. Zeynep Akşin & Barış Ata & Seyed Morteza Emadi & Che-Lin Su, 2013. "Structural Estimation of Callers' Delay Sensitivity in Call Centers," Management Science, INFORMS, vol. 59(12), pages 2727-2746, December.
    4. Ming Hu & Yang Li & Jianfu Wang, 2018. "Efficient Ignorance: Information Heterogeneity in a Queue," Management Science, INFORMS, vol. 64(6), pages 2650-2671, June.
    5. Dimitrios Logothetis & Antonis Economou, 2023. "The impact of information on transportation systems with strategic customers," Production and Operations Management, Production and Operations Management Society, vol. 32(7), pages 2189-2206, July.
    6. Robert J. Batt & Christian Terwiesch, 2015. "Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department," Management Science, INFORMS, vol. 61(1), pages 39-59, January.
    7. Pengfei Guo & Moshe Haviv & Zhenwei Luo & Yulan Wang, 2022. "Optimal queue length information disclosure when service quality is uncertain," Production and Operations Management, Production and Operations Management Society, vol. 31(5), pages 1912-1927, May.
    8. Kraig Delana & Nicos Savva & Tolga Tezcan, 2021. "Proactive Customer Service: Operational Benefits and Economic Frictions," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 70-87, 1-2.
    9. Jamol Pender & Richard Rand & Elizabeth Wesson, 2020. "A Stochastic Analysis of Queues with Customer Choice and Delayed Information," Mathematics of Operations Research, INFORMS, vol. 45(3), pages 1104-1126, August.
    10. Shone, Rob & Knight, Vincent A. & Williams, Janet E., 2013. "Comparisons between observable and unobservable M/M/1 queues with respect to optimal customer behavior," European Journal of Operational Research, Elsevier, vol. 227(1), pages 133-141.
    11. Siddharth Prakash Singh & Mohammad Delasay & Alan Scheller‐Wolf, 2023. "Real‐time delay announcement under competition," Production and Operations Management, Production and Operations Management Society, vol. 32(3), pages 863-881, March.
    12. Miao Yu & Yu Zhao & Chunguang Chang & Liangliang Sun, 2023. "Fluid models for customer service web chat systems with interactive automated service," Flexible Services and Manufacturing Journal, Springer, vol. 35(2), pages 572-598, June.
    13. Jianfu Wang & Ming Hu, 2020. "Efficient Inaccuracy: User-Generated Information Sharing in a Queue," Management Science, INFORMS, vol. 66(10), pages 4648-4666, October.
    14. Philipp Afèche & Opher Baron & Yoav Kerner, 2013. "Pricing Time-Sensitive Services Based on Realized Performance," Manufacturing & Service Operations Management, INFORMS, vol. 15(3), pages 492-506, July.
    15. 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.
    16. 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.
    17. 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.
    18. Odysseas Kanavetas & Barış Balcıog̃lu, 2022. "The “Sensitive” Markovian queueing system and its application for a call center problem," Annals of Operations Research, Springer, vol. 317(2), pages 651-664, October.
    19. Tesnim Naceur & Yezekael Hayel, 2020. "Deterministic state-based information disclosure policies and social welfare maximization in strategic queueing systems," Queueing Systems: Theory and Applications, Springer, vol. 96(3), pages 303-328, December.
    20. 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.

    Corrections

    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:spr:queues:v:89:y:2018:i:1:d:10.1007_s11134-018-9577-y. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.