Lecture 9: MJP – Part I

Handouts

Syllabus
Short Demo of 4CallCenters
Markovian Service Station in Steady State + 4CallCenters:
1. Lecture
2. Full version, Winter 2006
Design of Queues
Lecture 9: Web Summary

Reading Packet for MJP – Part I; 4CallCenters:
- Optional Packet: Markovian Service Station in Steady State:
  - Hall, Chapter 5
  - Designing a Call Center with Impatient Customers, By Garnett, Mandelbaum and Reiman
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