Analysis of queueing systems with customer interjections

Authors:
Qi-Ming He;Alireza A. Chavoushi
Affiliations:
Department of Management Sciences, University of Waterloo, Waterloo, Canada N2L 3G1;Department of Industrial Engineering, Dalhousie University, Halifax, Canada B3J 2X4
Venue:
Queueing Systems: Theory and Applications
Year:
2013

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Abstract

In this paper we study queueing systems with customer interjections. Customers are distinguished into normal customers and interjecting customers. All customers join a single queue waiting for service. A normal customer joins the queue at the end and an interjecting customer tries to cut in the queue. The waiting times of normal customers and interjecting customers are studied. Two parameters are introduced to describe the interjection behavior: the percentage of customers interjecting and the tolerance level of interjection by individual customers. The relationship between the two parameters and the mean and variance of waiting times is characterized analytically and numerically.