Queues with nonstationary inputs
Proceedings of the workshop held at the Mathematical Sciences Institute Cornell University on Mathematical theory of queueing systems
Risk aversion and the value of information
Decision Support Systems
Improving Service by Informing Customers About Anticipated Delays
Management Science
Rational Abandonment from Tele-Queues: Nonlinear Waiting Costs with Heterogeneous Preferences
Queueing Systems: Theory and Applications
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
Information And Uncertainty In A Queuing System
Probability in the Engineering and Informational Sciences
Analysis and Comparison of Queues with Different Levels of Delay Information
Management Science
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Congestion and its uncertainty are big factors affecting customers’ decision to join a queue or balk. In a queueing system, congestion itself is resulted from the aggregate joining behavior of other customers. Therefore, the property of the whole group of arriving customers affects the equilibrium behavior of the queue. In this paper, we assume each individual customer has a utility function which includes a basic cost function, common to all customers, and a customer-specific weight measuring sensitivity to delay. We investigate the impacts on the average customer utility and the throughput of the queueing system of different cost functions and weight distributions. Specifically, we compare systems where these parameters are related by various stochastic orders, under different information scenarios. We also explore the relationship between customer characteristics and the value of information.