Long and short term customer reaction: a two-stage queueing approach

Détails

ID Serval
serval:BIB_5932C984ECAC
Type
Article: article d'un périodique ou d'un magazine.
Collection
Publications
Institution
Titre
Long and short term customer reaction: a two-stage queueing approach
Périodique
System Dynamics Review
Auteur(s)
van Ackere A., Larsen E.R., Haxholdt C.
ISSN
0883-7066
Statut éditorial
Publié
Date de publication
2006
Peer-reviewed
Oui
Volume
22
Numéro
4
Pages
349-369
Langue
anglais
Résumé
We analyse a simple, deterministic queueing system with feedback. We model a customer's decision to seek service as a two-stage process: (1) deciding whether or not to use a facility (become a customer), and (2) deciding the frequency of use (daily, weekly, monthly, etc.). We consider both a constant and a deterministic, time-dependent usage pattern. We ignore variability, and focus on three forms of feedback: (1) the service rate increases as queue length increases; (2) the frequency with which customers use the service depends on customers' perception of recent waiting times; and (3) the number of customers depends on their perception of long-term average waiting time. Although highly stylised, this model captures the essential features of many real-life systems whose average arrival rate varies over time. The main conclusions are that more capacity can make the system less manageable, and a stronger external cycle can be a stabilising factor. The model turns out to be remarkably robust to external disturbances.
Mots-clé
Service facility, System dynamics, Waiting-lists, Congestion, Tolls, Choas, Model
Web of science
Création de la notice
26/05/2009 15:55
Dernière modification de la notice
21/08/2019 6:13
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