Abstract Service providers routinely share information about upcoming waiting times with
their customers, through delay announcements. The need to effectively manage the …

This book provides one of the first unified accounts of the dynamic aspects involved in the
strategic behavior in queues. The author presents the material in an easy style with mostly …

Delay or queue length information has the potential to influence the decision of a customer
to join a queue. Thus, it is imperative for managers of queueing systems to understand how …

We study queue abandonment from a hospital emergency department. We show that
abandonment is influenced by the queue length and the observable queue flows during the …

Delay announcements informing customers about anticipated service delays are prevalent
in service-oriented systems. How delay announcements can influence customers in service …

How would the growing prevalence of real-time delay information affect a service system?
We consider a single-server queueing system where customers arrive according to a …

Smart technologies and increased data availability enable restaurateurs to gather more
information about customers and their behavior. These data can be combined with data from …

Understanding the behavior of queueing systems is important to both operations
management academics and practitioners. Queueing systems have been studied …

The growing adoption of virtual queues in the service and retail industries has been greatly
accelerated in recent times. In collaboration with a major ride-sharing platform, we study …

We study a supply chain comprised of a retailer who sources a product from a manufacturer.
The retailer has superior forecast information about market demand, and the manufacturer …