in recent decade, with increasing competition, attracting and retaining customers are known as the most valuable competitive tool for many organizations. customers have a key role in success of businesses, so the managing of customers' relationship is one of organization priorities. although some organizations have customer relationship management, they are not able to absorb customer sati...

We ask the question, "for minimizing mean response time, which is preferable: one fast server of speed 1, or A; slow servers each of speed I/A:?" Our setting is the M/Gl/k system with two priority classes of customers, high priority and low priority, where G is a phase-type distribution. We find that multiple slow servers are often preferable — and we demonstrate exactly how many servers are pr...

Service providers, in the presence of congestion and heterogeneity of customer waiting costs, often introduce a fee-based premier option using which the customers selfsegment themselves. Examples of this practice are found in health care (concierge medicine), amusement parks, government (consular services), and transportation. Using a single-server queuing system with customer waiting costs mod...

Analysis of an M2/M2/1/R, N queuing model for the multimedia transmission over HSDPA/3.5G downlink is presented. The queue models the downlink buffer with source multimedia traffic streams comprising two classes of flows: realtime and non real-time. Time priority is accorded to the real-time flows while the non real-time flows are given buffer space priority. An analytic evaluation of the impac...

In this note, we consider a two-class priority queueing system with Poisson arrivals, general service time distribution and one server, in which customers that are not currently being served may leave the queue according to exponentially distributed patience times, i.e., a M1, M2/G/1 + M system using a generalised Kendall’s notation. We expand the classic methodology to derive analytical formul...

This paper deals with single server queueing systems with two classes of customers and a correlated arrival process. The focus is on the interdeparture times of each class of customer. A uniform approach is introduced to find the Laplace–Stieltjes transforms of interdeparture times for queueing systems with equal priority and nonpreemptive priority, respectively. Algorithms can be developed for...

Based on SERVAUALmodel, this paper brings in the entropy method to rank quality improvement (QI) priority for service attributes, and a service quality evaluation(SQE) model integrating competitive analyses has been structured to evaluate the mobile communication service quality (SQ) for Wuhan Branch of China Telecom(WBCT). The research shows that the QI priority of 22 service attributes has ch...

This article studies the optimal prices and service quality grades that a queuing system---the ‘‘ firm”---provides to heterogeneous, utility-maximizing customers who measure quality by their experienced delay distributions. Results are threefold: First, delay cost curves are introduced that allow for a flexible description of a customer’s quality sensitivity. Second, a comprehensive executable ...