منابع مشابه
Queues with waiting time dependent service
Motivated by service levels in terms of the waiting-time distribution seen, for instance, in call centers, we consider two models for systems with a service discipline that depends on the waiting time. The first model deals with a single server that continuously adapts its service rate based on the waiting time of the first customer in line. In the second model, one queue is served by a primary...
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This article investigates the extent to which there is a gap between customers' perception of waiting time compared with actual waiting times; and whether this gap varies according to service context. It also investigates a new proposition that customers’ perception of time available for the service influences their perception of wait time. A field study collected 455 actual and perceived custo...
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ژورنال
عنوان ژورنال: Queueing Systems
سال: 2011
ISSN: 0257-0130,1572-9443
DOI: 10.1007/s11134-011-9225-2