Service system design is often informed by queueing theory. Traditional queueing theory assumes that servers work at constant speeds. That is reasonable in computer science and manufacturing contexts. However, servers in service systems are people, and, in contrast to machines, systemic...

In service settings such as multiple listing for organ transplants and supermarkets with multiple checkout lines, some customers join multiple queues simultaneously, enabling them to receive service in any one of the queues. We study fairness in these systems: Does such multiple queue-joining...

Simhon et al. (2016) proved that disclosing queue length to customers when the queue is shorter than some threshold and concealing the information otherwise cannot maximize the throughout of M/M/1 queues---when customers are familiar with the policy and the threshold. We show that said policy...

We set up a model with search and matching frictions to understand the effects of employment and wage policies, as well as nepotism in hiring in the public sector, on unemployment and rent seeking. Conditional on inefficiently high public-sector wages, more nepotism in public-sector hiring...

In recent years, the relationship between doctors and patients is becoming more and more tense. Many hospitals are paying more attention to the satisfaction of patients, because this is an important indicator to measure the quality of hospital services. In China, it is often a case that...

We set up a model with search and matching frictions to understand the effects of employment and wage policies, as well as nepotism in hiring in the public sector, on unemployment and rent seeking. Conditional on inefficiently high public-sector wages, more nepotism in public-sector hiring...

Queueing models wherein having a backup server during the absences (caused by vacations and breakdowns) of the main server have found many applications in practice. Such services offered by a backup server can be viewed as the (main) server working during a vacation or during a breakdown period....

We consider the joint operation of two multi-server queueing systems. Both systems provide the same type of service and compete for customers. It is assumed that the first system is controlled by ourselves while the second one is controlled by our competitor. The arriving customers are shared...

Problem definition: We study customer-centric privacy management in service systems and explore the consequences of extended control over personal information by customers in such systems.Methodology: We adopt a stylized queueing model to capture a service environment that features a service...