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Handouts
Related Materials
- Reading Packet for MJP – Part I; 4CallCenters:
- Optional Packet: Markovian Service Station in Steady State:
- Markov Jump Processes
- Pooling Queues at the Supermarket, New-York Times, 23/6/2007; 2 years later: pictures in Summer 2009
- 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
- Rafaeli, A., Barron, G. and Haber, K., “The Effects of Queue Structure on Attitudes”, Journal of Service Research, 5,125 –139, 2002
- Maister. D.H., The Psychology of Waiting Lines, Harvard Business School, 1984
- Larson, R.C., “Perspectives on Queues: Social Justice and the Psychology of Queueing”, Operations Research, Vol. 35, No.6, 895 — 905, 1987
- Stay in Queue
- 4CallCenters
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