Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
How Multiserver Queues Scale with Growing Congestion-Dependent Demand
Operations Research
Dimensioning Large Call Centers
Operations Research
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Optimal Control of a High-Volume Assemble-to-Order System
Mathematics of Operations Research
Scheduling for today's computer systems: bridging theory and practice
Scheduling for today's computer systems: bridging theory and practice
Optimal Control of Distributed Parallel Server Systems Under the Halfin and Whitt Regime
Mathematics of Operations Research
Usage Restriction and Subscription Services: Operational Benefits with Rational Users
Manufacturing & Service Operations Management
Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems
Manufacturing & Service Operations Management
Pricing and Dimensioning Competing Large-Scale Service Providers
Manufacturing & Service Operations Management
Asymmetric Information and Economies of Scale in Service Contracting
Manufacturing & Service Operations Management
Exploiting network effects in the provisioning of large scale systems
ACM SIGMETRICS Performance Evaluation Review - Special Issue on IFIP PERFORMANCE 2011- 29th International Symposium on Computer Performance, Modeling, Measurement and Evaluation
Queueing Systems: Theory and Applications
Pricing Time-Sensitive Services Based on Realized Performance
Manufacturing & Service Operations Management
The concert queueing game: strategic arrivals with waiting and tardiness costs
Queueing Systems: Theory and Applications
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We study a profit-maximizing firm providing a service to price and delay sensitive customers. We are interested in analyzing the scale economies inherent in such a system. In particular, we study how the firm's pricing and capacity decisions change as the scale, measured by the potential market for the service, increases. These decisions turn out to depend intricately on the form of the delay costs seen by the customers; we characterize these decisions up to the dominant order in the scale for both convex and concave delay costs. We show that when serving customers on a first-come, first-served basis, if the customers' delay costs are strictly convex, the firm can increase its utilization and extract profits beyond what it can do when customers' delay costs are linear. However, with concave delay costs, the firm is forced to decrease its utilization and makes less profit than in the linear case. While studying concave delay costs, we demonstrate that these decisions depend on the scheduling policy employed as well. We show that employing the last-come, first-served rule in the concave case results in utilization and profit similar to the linear case, regardless of the actual form of the delay costs.