search query: @indexterm SERVICE QUALITY / total: 221
reference: 149 / 221
Author: | Whitt, W. |
Title: | Predicting queueing delays. |
Journal: | Management Science
1999 : JUN, VOL. 45:6, p. 870-888 |
Index terms: | Service quality Operational research |
Freeterms: | Service systems Customer satisfaction Telephone call centres Predicting delays |
Language: | eng |
Abstract: | The author investigates the possibility of predicting each customer's waiting time in queue before starting service in a multiserver service system with the first-come first-served service discipline, such as a telephone call center. |
SCIMA