Managing Service Systems with an Offline Waiting Option and Customer Abandonment.

Vasiliki Kostami Amy R. Ward

Published in: Manuf. Serv. Oper. Manag. (2009)

Keyphrases

service systems
call center
arrival rate
heavy traffic
service level
queueing model
service times
customer classes
single server
service quality
asymptotically optimal
queue length
real time
steady state
service oriented
state dependent
queueing networks
total cost
enterprise systems
electronic commerce