Lecture 8: Customer Patience

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Handouts

• Syllabus
• Abandonment
  1. Lecture
  2. P{Abandon} vs. E[Wait]
  3. The Anatomy of Waiting Time
• Lecture 8: Web Summary

Related Materials

• Reading Packet for Customer Patience:
  • Gans, N., Koole, G., Mandelbaum, A. Telephone Call Centers: Tutorial, Review and Research Prospects. Invited review paper by Manufacturing and Service Operations Management (M&SOM), 5 (2), 2003.
  • Brown, L., Gans, N., Mandelbaum, A., Sakov, A., Zeltyn, S., Zhao, L. and Haipeng, S. Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective. Submitted to JASA, November 2002. (PostScript)
  • Garnett O., Mandelbaum A. and Reiman M. Designing a Call Center with Impatient Customers. Basic version, 2000. (Detailed) (PostScript)
  • Mandelbaum A. and Zeltyn S. The Impact of Customers’ Patience on Delay and Abandonment: Some Empirically-Driven Experiments with the M/M/N+G Queue. To be published in OR Spectrum, Special Issue on Call Centers, 2004. (Black and White version PDF)
  • Zeltyn: S. Call Centers with Impatient Customers: Exact Analysis and Many-Server Asymptotics of the M/M/n+G queue. PhD Thesis, Technion.
  • Zeltyn: S. and Mandelbaum A. Call centers with impatient customers: many-server asymptotics of the M/M/n+G queue. Draft, December 2004.
  • Palm: “Intensitatsschwankungen im fernsprechverkehr”, (In English) Ericsson Technics, 1943.
  • Palm: “Methods of judging the annoyance caused by congestion”. Tele, 1953: Recommended.
  • Baccelli and Hebuterne: “On queues with impatient customers”. In Performance ’81, ed. Gelenbe, 1981.
  • Roberts J.W. “Recent Observations or Subscriber Behaviour”. In 9th International Tele-Traffic Conference, Toreemolinos 1979.
  • Boxma O.J., De Waal P.R., “Multiserver Queue with Impatient Customers”. The Fundamental Role of Teletraffic in the Evolution of Telecommunications Networks (Proc. ITC-14), eds. J. Labetoulle, J.W. Roberts (North-Holland, Amsterdam, 1994), pp. 743-756.
  • Brandt A., Brandt M.: On the M(n)/M(n)/s Queue with Impatient Calls. Perform. Eval. 35(1-2): 1-18 (1999)
• Unrepresentative, Invalid and Misleading: Are Waiting Times for Elective Admission Wrongly Calculated? By Armstrong
• Epidemiology of breast cancer

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