Sharing delay information in service systems: a literature survey

Efficient Ignorance: Information Heterogeneity in a Queue

(2018) Ming Hu et al.   MANAGEMENT SCIENCE

Trading Time in a Congested Environment

(2017) Luyi Yang et al.   MANAGEMENT SCIENCE

Managing Customer Expectations and Priorities in Service Systems

(2017) Qiuping Yu et al.   MANAGEMENT SCIENCE

How Do Delay Announcements Shape Customer Behavior? An Empirical Study

(2017) Qiuping Yu et al.   MANAGEMENT SCIENCE

Does the Past Predict the Future? The Case of Delay Announcements in Service Systems

(2017) Rouba Ibrahim et al.   MANAGEMENT SCIENCE

Impact of Delay Announcements in Call Centers: An Empirical Approach

(2017) Zeynep Akşin et al.   OPERATIONS RESEARCH

Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing

(2017) Junfei Huang et al.   OPERATIONS RESEARCH

The Impact of Inspection Cost on Equilibrium, Revenue, and Social Welfare in a Single-Server Queue

(2017) Refael Hassin et al.   OPERATIONS RESEARCH

Accurate Emergency Department Wait Time Prediction

(2016) Erjie Ang et al.   M&SOM-Manufacturing & Service Operations Management

Scheduling Homogeneous Impatient Customers

(2016) Achal Bassamboo et al.   MANAGEMENT SCIENCE

Queue mining for delay prediction in multi-class service processes

(2015) Arik Senderovich et al.   INFORMATION SYSTEMS

Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion

(2014) Oualid Jouini et al.   PRODUCTION AND OPERATIONS MANAGEMENT

Structural Estimation of Callers' Delay Sensitivity in Call Centers

(2013) Zeynep Akşin et al.   MANAGEMENT SCIENCE

Data-stories about (im)patient customers in tele-queues

(2013) Avishai Mandelbaum et al.   QUEUEING SYSTEMS

Comparisons between observable and unobservable M/M/1 queues with respect to optimal customer behavior

(2012) Rob Shone et al.   EUROPEAN JOURNAL OF OPERATIONAL RESEARCH

Call Centers with Delay Information: Models and Insights

(2011) Oualid Jouini et al.   M&SOM-Manufacturing & Service Operations Management

“We Will Be Right with You”: Managing Customer Expectations with Vague Promises and Cheap Talk

(2011) Gad Allon et al.   OPERATIONS RESEARCH

The Impact of Delaying the Delay Announcements

(2011) Gad Allon et al.   OPERATIONS RESEARCH

Wait-Time Predictors for Customer Service Systems with Time-Varying Demand and Capacity

(2011) Rouba Ibrahim et al.   OPERATIONS RESEARCH

Optimal balking strategies in single-server queues with general service and vacation times

(2011) Antonis Economou et al.   PERFORMANCE EVALUATION

Real-Time Delay Estimation Based on Delay History in Many-Server Service Systems with Time-Varying Arrivals

(2010) Rouba Ibrahim et al.   PRODUCTION AND OPERATIONS MANAGEMENT

Queueing models for full-flexible multi-class call centers with real-time anticipated delays

(2009) Oualid Jouini et al.   INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS

Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments

(2009) Rouba Ibrahim et al.   MANAGEMENT SCIENCE

THE IMPACTS OF CUSTOMERS’ DELAY-RISK SENSITIVITIES ON A QUEUE WITH BALKING

(2009) Pengfei Guo et al.   PROBABILITY IN THE ENGINEERING AND INFORMATIONAL SCIENCES

The effects of the availability of waiting-time information on a balking queue

(2008) Pengfei Guo et al.   EUROPEAN JOURNAL OF OPERATIONAL RESEARCH

Real-Time Delay Estimation Based on Delay History

(2008) Rouba Ibrahim et al.   M&SOM-Manufacturing & Service Operations Management

Joining Longer Queues: Information Externalities in Queue Choice

(2008) Senthil Veeraraghavan et al.   M&SOM-Manufacturing & Service Operations Management

The effects of information on a queue with balking and phase‐type service times

(2008) Pengfei Guo et al.   NAVAL RESEARCH LOGISTICS

The Impact of Delay Announcements in Many-Server Queues with Abandonment

(2008) Mor Armony et al.   OPERATIONS RESEARCH

Equilibrium balking strategies in the observable single-server queue with breakdowns and repairs

(2008) Antonis Economou et al.   OPERATIONS RESEARCH LETTERS

Optimal balking strategies and pricing for the single server Markovian queue with compartmented waiting space

(2008) Antonis Economou et al.   QUEUEING SYSTEMS

OM Forum—Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters

(2007) Gabriel R. Bitran et al.   M&SOM-Manufacturing & Service Operations Management