Staffing, Routing, and Payment to Trade off Speed and Quality in Large Service Systems
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Recommendations
- Routing and staffing in large-scale service systems: the case of homogeneous impatient customers and heterogeneous servers
- Staffing large-scale service systems with distributional uncertainty
- Routing and staffing when servers are strategic
- Asymptotically optimal staffing of service systems with joint QoS constraints
- Staffing for many-server systems facing non-standard arrival processes
- Service staffing with delay probabilities
- Staffing to stabilize the tail probability of delay in service systems with time-varying demand
- Quality–Speed Conundrum: Trade-offs in Customer-Intensive Services
- Staffing of time-varying queues to achieve time-stable performance
Cites work
- Asymptotically Optimal Admission Control of a Queue with Impatient Customers
- Call center outsourcing: coordinating staffing level and service quality
- Capacity sizing under parameter uncertainty: safety staffing principles revisited
- Competition and outsourcing with scale economies
- Contact Centers with a Call-Back Option and Real-Time Delay Information
- Dimensioning Large Call Centers
- Incentive effects favor nonconsolidating queues in a service system: The principal-agent perspective
- Obtaining fast service in a queueing system via performance-based allocation of demand
- On the accuracy of fluid models for capacity sizing in queueing systems with impatient customers
- Optimal Service Speeds in a Competitive Environment
- Pricing and Design of Differentiated Services: Approximate Analysis and Structural Insights
- Quality–Speed Conundrum: Trade-offs in Customer-Intensive Services
- Queuing for expert services
- Rational queueing
- Routing and staffing when servers are strategic
- STAFFING A SERVICE SYSTEM WITH NON-POISSON NON-STATIONARY ARRIVALS
- Staffing to stabilize the tail probability of delay in service systems with time-varying demand
- To queue or not to queue: equilibrium behavior in queueing systems.
- When to use speedup: an examination of service systems with returns
Cited in
(15)- Exact analysis for multiserver queueing systems with cross selling
- To incentivize the fast server or not? Firm's dilemma when queue signals service rate in high-contact services
- The principal-agent problem for service rate event-dependency
- Staffing problems with local network externalities
- Asymptotically optimal idling in the \(GI/GI/N+GI\) queue
- A survey on skill-based routing with applications to service operations management
- Fatigue, personnel scheduling and operations: review and research opportunities
- Routing and staffing when servers are strategic
- Quality–Speed Conundrum: Trade-offs in Customer-Intensive Services
- Fluid Limits for Multiclass Many-Server Queues with General Reneging Distributions and Head-of-the-Line Scheduling
- Dynamic policy for idling time preservation
- Balancing Agent Retention and Waiting Time in Service Platforms
- Some asymptotic properties of the Erlang-C formula in many-server limiting regimes
- Pricing options for multiple quality types of products
- Optimizing customer satisfaction in a finite service time queueing system with incentive-based queueing length for service rates
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