A queueing model for customer rescheduling and no-shows in service systems

• Main Authors: TANG, Yue, JIANG, Houyuan, XIE, Jingui, ZHENG, Zhichao
• 格式: text
• 語言: English
• 出版: Institutional Knowledge at Singapore Management University 2021
• 主題: Rescheduling; No-show; Appointment; Queue; Markov decision process; Business Administration, Management, and Operations; Management Information Systems; Operations and Supply Chain Management
• 在線閱讀: https://ink.library.smu.edu.sg/lkcsb_research/6961
• 機構: Singapore Management University

We study an M/M/1/K queue where customers can reschedule their appointments. Rescheduled customers show up with higher probabilities, incurring lower no-show costs, but rescheduling also frees up slots that may not be filled later, leading to wasted service capacity and lower throughput. The system...