Many service systems exhibit service slowdowns when the system is congested. Our goal in this paper is to investigate this phenomenon and its e ffect on service performance. We modify the Erlang-A model to account for service slowdowns and perform an asymptotic analysis in the Quality-and-E...

We analyze the impact of prosecutor elections on case backlogs. Previous evidence has shown that re-election pressures result in more cases going to trial. Since trials require time and resources, one can expect an effect on the queue. Two competing theories are developed: one of signaling...

Optimal flow control in queueing networks is a challenging problem occurring in many contexts, such as data centers, cloud computing, healthcare, revenue management, and distributed networks, etc. The traditional approach has been to adopt heuristic solutions or consider infinite-horizon...

Ticket queues arise often in public and private sector operations. The service providers in ticket queues have limited information on customer abandonments because abandonment time data is interval censored. The censored nature of data poses challenges in modeling and analysis of abandonments...

The maker-taker pricing model, which pays market participants a rebate for providing liquidity, can lead to long queues at the exchanges employing this fee structure. But some participants may be able to get better queue position than others: high-speed traders can buy speed and data advantages...

We developed a method for workforce scheduling that models both the structure of the set of permissible shifts, and the stochastic and time-varying demand process. A prototype implementation uses a genetic algorithm to search for good schedules, and evaluates the service level resulting from a...