Stabilizing performance in a service system with time-varying arrivals and customer feedback

Yunan Liu and Ward Whitt

European Journal of Operational Research, 2017, vol. 256, issue 2, 473-486

Abstract: Analytical offered-load and modified-offered-load (MOL) approximations are developed to determine staffing levels that stabilize performance at designated targets in a non-Markovian many-server queueing model with time-varying arrival rates, customer abandonment from queue and random feedback with additional feedback delay in an infinite-server or finite-server queue. To provide a flexible model that can be readily fit to system data, the model has Bernoulli routing, where the feedback probabilities, service-time, patience-time and feedback-delay distributions all are general and may depend on the visit number. Simulation experiments confirm that the new MOL approximations are effective. A many-server heavy-traffic FWLLN shows that the performance targets are achieved asymptotically as the scale increases.

Keywords: Queueing; Staffing algorithms for service systems; Time-varying arrival rates; Queues with feedback; Stabilizing performance (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ejores:v:256:y:2017:i:2:p:473-486

DOI: 10.1016/j.ejor.2016.07.018

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