The impact of customers? patience on delay and abandonment: some empirically-driven experiments with the M/M/ n + G queue

Statistical Analysis of a Telephone Call Center

Lawrence Brown, Noah Gans, Avishai Mandelbaum et al. · Journal of the American Statistical Association · 2005 · 834 citations

Business, Operations Management, Forecasting +16

Heavy-Traffic Limits for Queues with Many Exponential Servers

S. Halfin, Ward Whitt · Operations Research · 1981 · 771 citations

Business, Computer Systems, Probability Theory +16

Introduction to queueing theory

Choice Reviews Online · 1990 · 375 citations

Business, Mathematics, Markov Decision Processes +11

Stochastic Service Systems.

D. V. Lindley, John Riordan · Journal of the Royal Statistical Society Series A (General) · 1963 · 328 citations

ON QUEUES WITH IMPATIENT CUSTOMERS.

François Baccelli, Gérard Hebuterne · OpenGrey (Institut de l'Information Scientifique et Technique) · 1981 · 148 citations · Full text

Business, Operations Management, Queuing Theory +10