Guo, Pengfei; Zipkin, Paul - In: Management Science 53 (2007) 6, pp. 962-970
Information about delays can enhance service quality in many industries. Delay information can take many forms, with … system. To explore these effects, we consider a queue with balking under three levels of delay information: no information … cases where more accurate delay information improves performance. In other cases, however, information can actually hurt the …