haku: @indexterm QUEUING THEORY / yhteensä: 512
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| Tekijä: | Zohar, E. Mandelbaum, A. Shimkin, N. |
| Otsikko: | Adaptive Behavior of Impatient Customers in Tele- Queues: Theory and Empirical Support |
| Lehti: | Management Science
2002 : APR, VOL. 48:4, p. 566-583 |
| Asiasana: | CUSTOMERS EMPIRICAL RESEARCH ANALYTICAL REVIEW QUEUING THEORY |
| Kieli: | eng |
| Tiivistelmä: | The authors address the modeling and analysis of abandonments from a queue that is invisible to its occupants. Such queues arise in remote service systems, notably the Internet and telephone call centers; hence, the authors refer to them as tele-queues. A basic premise of this paper is that customers adapt their patience (modeled by an abandonment-time distribution) to their service expectations, in particular to their anticipated waiting time. The authors present empirical support for that hypothesis, and propose an M/M/w-based model that incorporates adaptive customer behavior. In the authors' model, customer patience depends on the mean waiting time in the queue. |
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