All studies in the admission control of a service station make decisions at arrival epochs. When arrivals are internal and are rejected from a queue, the rejected jobs have to be routed to other stations in the system. However the system will not know whether a job will be admitted to a queue or...

All studies in the admission control of a service station make decisions at arrival epochs. When arrivals are internal and are rejected from a queue, the rejected jobs have to be routed to other stations in the system. However the system will not know whether a job will be admitted to a queue or...

Cross-selling in telephone service centers is seen by industry as a useful means to generate profits from an existing customer base. Introducing cross-sales to a service center, however, needs to be properly managed as it could degrade customer service quality. Real-time customer and system...