Comparisons of ticket and standard queues

DOI10.1007/S11134-016-9493-YzbMATH Open1348.60130arXiv1505.00819OpenAlexW2494297380MaRDI QIDQ333460FDOQ333460

Authors: Otis B. Jennings, Jamol Pender 

Publication date: 31 October 2016

Published in: Queueing Systems (Search for Journal in Brave)

Abstract: Upon arrival to a ticket queue, a customer is offered a slip of paper with a number on it and is told the number of the customer currently in service. The arriving customer then chooses whether to take the slip or balk, a decision based on the perceived queue length and associated waiting time. Even after taking a ticket, a customer may abandon the queue, an event that will be unobservable until the abandoning customer would have begun service. In contrast, a standard queue has a physical waiting area so that abandonment is apparent immediately when it takes place and balking is based on the actual queue length at the time of arrival. We prove heavy tra?c limit theorems for the generalized ticket and standard queueing processes, discovering that the processes converge together to the same limit, a regulated Ornstein-Uhlenbeck (ROU) process. One conclusion is that for a highly utilized service system with a relatively patient customer population, the ticket and standard queue performances are asymptotically indistinguishable on the scale typically uncovered under heavy tra?c approaches. Next, we heuristically estimate several performance metrics of the ticket queue, some of which are of a sensitivity typically undetectable under diffusion scaling. The estimates are tested using simulation and are shown to be quite accurate under a general collection of parameter settings.

Full work available at URL: https://arxiv.org/abs/1505.00819

Recommendations

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zbMATH Keywords

limit theoremsdiffusion approximationsheavy trafficabandonmentticket queuesunobservable queues

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Queueing theory (aspects of probability theory) (60K25) Performance evaluation, queueing, and scheduling in the context of computer systems (68M20) Functional limit theorems; invariance principles (60F17)

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Cited In (10)

• Ticket queues with regular and strategic customers
• Queues with delayed information: a dynamical systems perspective
• An analysis of queues with delayed information and time-varying arrival rates
• Queues with choice via delay differential equations
• Analytical modelling of systems with a ticket queue
• An equilibrium analysis of a discrete-time Markovian queue with endogenous abandonments
• The truncated normal distribution: applications to queues with impatient customers
• Service performance analysis and improvement for a ticket queue with balking customers
• A Stochastic Analysis of Queues with Customer Choice and Delayed Information
• Optimal staffing for ticket queues

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