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Load effect on service times

Citations

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Cited by:

  1. Daniel Altman & Galit B. Yom-Tov & Marcelo Olivares & Shelly Ashtar & Anat Rafaeli, 2021. "Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers," Manufacturing & Service Operations Management, INFORMS, vol. 23(4), pages 854-875, July.
  2. Arshya Feizi & Anita Carson & Jillian Berry Jaeker & William Evan Baker, 2023. "To Batch or Not to Batch? Impact of Admission Batching on Emergency Department Boarding Time and Physician Productivity," Operations Research, INFORMS, vol. 71(3), pages 939-957, May.
  3. Guanyi Lu & Rex Yuxing Du & Xiaosong (David) Peng, 2022. "The Impact of Schedule Consistency on Shift Worker Productivity: An Empirical Investigation," Manufacturing & Service Operations Management, INFORMS, vol. 24(5), pages 2780-2796, September.
  4. Legros, Benjamin, 2022. "The principal-agent problem for service rate event-dependency," European Journal of Operational Research, Elsevier, vol. 297(3), pages 949-963.
  5. Büşra Ergün‐Şahin & Evrim Didem Güneş & Ayşe Kocabıyıkoğlu & Ahmet Keskin, 2022. "How does workload affect test ordering behavior of physicians? An empirical investigation," Production and Operations Management, Production and Operations Management Society, vol. 31(6), pages 2664-2680, June.
  6. Andrew Daw & Antonio Castellanos & Galit B. Yom-Tov & Jamol Pender & Leor Gruendlinger, 2025. "The Co-Production of Service: Modeling Services in Contact Centers Using Hawkes Processes," Management Science, INFORMS, vol. 71(3), pages 2635-2656, March.
  7. Saif Benjaafar & Zicheng Wang & Xiaotang Yang, 2025. "Human in the Loop Automation: Ride-Hailing with Remote (Tele-)Drivers," Management Science, INFORMS, vol. 71(3), pages 2527-2543, March.
  8. 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.
  9. Yaroslav Rosokha & Chen Wei, 2024. "Cooperation in Queueing Systems," Management Science, INFORMS, vol. 70(11), pages 7597-7616, November.
  10. Brett A. Hathaway & Evgeny Kagan & Maqbool Dada, 2023. "The Gatekeeper’s Dilemma: “When Should I Transfer This Customer?”," Operations Research, INFORMS, vol. 71(3), pages 843-859, May.
  11. Xu, Shuling & Hall, Nicholas G., 2021. "Fatigue, personnel scheduling and operations: Review and research opportunities," European Journal of Operational Research, Elsevier, vol. 295(3), pages 807-822.
  12. Benjamin Legros, 2022. "The principal-agent problem for service rate event-dependency," Post-Print hal-03605421, HAL.
  13. Ingolfsson, Armann & Almehdawe, Eman & Pedram, Ali & Tran, Monica, 2020. "Comparison of fluid approximations for service systems with state-dependent service rates and return probabilities," European Journal of Operational Research, Elsevier, vol. 283(2), pages 562-575.
  14. Jaén, Sebastián, 2024. "The decrease of ED patient boarding by implementing a stock management policy in hospital admissions," Operations Research Perspectives, Elsevier, vol. 12(C).
  15. Sezer Ülkü & Chris Hydock & Shiliang Cui, 2022. "Social Queues (Cues): Impact of Others’ Waiting in Line on One’s Service Time," Management Science, INFORMS, vol. 68(11), pages 7958-7976, November.
  16. Zhongbin Wang & Luyi Yang & Shiliang Cui & Sezer Ülkü & Yong-Pin Zhou, 2023. "Pooling Agents for Customer-Intensive Services," Operations Research, INFORMS, vol. 71(3), pages 860-875, May.
  17. Hessam Bavafa & Jónas Oddur Jónasson, 2021. "Recovering from Critical Incidents: Evidence from Paramedic Performance," Manufacturing & Service Operations Management, INFORMS, vol. 23(4), pages 914-932, July.
  18. Onay, Anita & Stampfer, Christina & Missbauer, Hubert, 2023. "A behavioral perspective on workload control concepts: The influence of order release on operators’ reaction behavior," International Journal of Production Economics, Elsevier, vol. 264(C).
  19. Naumov, Sergey & Oliva, Rogelio, 2025. "Structural feedback and behavioral decision making in queuing systems: A hybrid simulation framework," European Journal of Operational Research, Elsevier, vol. 324(3), pages 855-870.
  20. Ahmad M. Ashkanani & Benjamin B. Dunford & Kevin J. Mumford, 2022. "Impact of Motivation and Workload on Service Time Components: An Empirical Analysis of Call Center Operations," Management Science, INFORMS, vol. 68(9), pages 6697-6715, September.
  21. Heuser, Patricia & Tauer, Björn, 2023. "Single-machine scheduling with product category-based learning and forgetting effects," Omega, Elsevier, vol. 115(C).
  22. Smirnov, Dmitry & Huchzermeier, Arnd, 2020. "Analytics for labor planning in systems with load-dependent service times," European Journal of Operational Research, Elsevier, vol. 287(2), pages 668-681.
  23. Hummy Song & Mor Armony & Guillaume Roels, 2024. "Queue Configurations and Operational Performance: An Interplay Between Customer Ownership and Queue Length Awareness," Manufacturing & Service Operations Management, INFORMS, vol. 26(6), pages 2284-2304, November.
  24. Cildoz, Marta & Ibarra, Amaia & Mallor, Fermin, 2020. "Coping with stress in emergency department physicians through improved patient-flow management," Socio-Economic Planning Sciences, Elsevier, vol. 71(C).
  25. Yueyang Zhong & Ragavendran Gopalakrishnan & Amy R. Ward, 2025. "Behavior-Aware Queueing: The Finite-Buffer Setting with Many Strategic Servers," Operations Research, INFORMS, vol. 73(1), pages 290-310, January.
  26. Andres Musalem & Marcelo Olivares & Daniel Yung, 2023. "Balancing Agent Retention and Waiting Time in Service Platforms," Operations Research, INFORMS, vol. 71(3), pages 979-1003, May.
  27. D’Auria, Bernardo & Adan, Ivo J.B.F. & Bekker, René & Kulkarni, Vidyadhar, 2022. "An M/M/c queue with queueing-time dependent service rates," European Journal of Operational Research, Elsevier, vol. 299(2), pages 566-579.
  28. Mirko Kremer & Francis de Véricourt, 2023. "Mismanaging Diagnostic Accuracy Under Congestion," Operations Research, INFORMS, vol. 71(3), pages 895-916, May.
  29. Santiago Gallino & Nil Karacaoglu & Antonio Moreno, 2023. "Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail," Operations Research, INFORMS, vol. 71(3), pages 876-894, May.
  30. Ji, Menglei & Wang, Shanshan & Peng, Chun & Li, Jinlin, 2025. "Robust doctor–patient assignment with endogenous service duration uncertainty and no-show behavior," Omega, Elsevier, vol. 133(C).
  31. Clare Snyder & Samantha Keppler & Stephen Leider, 2026. "Algorithm Reliance: Fast and Slow," Management Science, INFORMS, vol. 72(1), pages 368-385, January.
  32. Saied Samiedaluie & Vera Tilson & Armann Ingolfsson, 2025. "Streamlining emergency department workflow: reducing length of stay with congestion-triggered standing orders," Health Care Management Science, Springer, vol. 28(2), pages 143-159, June.
  33. René Bekker, 2022. "Validating state-dependent queues in health care," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 505-507, April.
  34. Liu, Jian & Chen, Jian & Bo, Rui & Meng, Fanlin & Xu, Yong & Li, Peng, 2023. "Increases or discounts: Price strategies based on customers’ patience times," European Journal of Operational Research, Elsevier, vol. 305(2), pages 722-737.
  35. Jaap Storm & Wouter Berkelmans & René Bekker, 2024. "Diffusion-Based Staffing for Multitasking Service Systems with Many Servers," Mathematics of Operations Research, INFORMS, vol. 49(4), pages 2684-2722, November.
  36. Andrew Daw, 2022. "Services shaped by history," Queueing Systems: Theory and Applications, Springer, vol. 100(3), pages 409-411, April.
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