Lecture 9: MJP – Part I

Handouts

Syllabus (PDF)
Short Demo of 4CallCenters (PDF-420KB)
Markovian Service Station in Steady State + 4CallCenters
1.Lecture (PDF-1.19MB)
2.Full version, Winter 2006 (PDF-1.94MB)
Design of Queues (PDF-236KB)
Lecture 9: Web Summary

Reading Packet for MJP – Part I ; 4CallCenters:
- Optional Packet: Markovian Service Station in Steady State:
  - Hall, Chapter 5. (PDF-2.7MB)
  - Designing a Call Center with Impatient Customers, By Garnett, Mandelbaum and Reiman (PDF-290KB)
Markov Jump Processes (PDF-172KB)
Pooling Queues at the Supermarket, New-York Times, 23/6/2007 (PDF-128KB); 2 years later: pictures in Summer 2009 (PDF-163KB)
Queues: Design and Psychology:
- Munichor, N. and Rafaeli, A., “Numbers or Apologies? Customer Reactions to Telephone Waiting Time Fillers”, Journal of Applied Psychology, Vol 92, No.2, 511–518, 2007 (PDF-66.3KB)
- Rafaeli, A., Barron, G. and Haber, K., “The Effects of Queue Structure on Attitudes”, Journal of Service Research, 5,125 –139, 2002 (PDF-180KB)
- Maister. D.H., The Psychology of Waiting Lines, Harvard Business School, 1984 (PDF-630KB)
- Larson, R.C., “Perspectives on Queues: Social Justice and the Psychology of Queueing”, Operations Research, Vol. 35, No.6, 895 — 905, 1987 (PDF-912KB)
- Stay in Queue (wmv-3MB)
4CallCenters (Link to old website)