In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

Hintergrund: In Deutschland werden die Wartezeiten auf medizinische Dienstleistungen öffentlich und ordnungspolitisch immer wieder problematisiert. Dies gilt vor allem für den niedergelassenen Ärztebereich. In der vorliegenden Arbeit wird erstmalig der akutstationäre Sektor analysiert....

Previous covering models for emergency service consider all the calls to be of the same importance and impose the same waiting time constraints independently of the service's priority. This type of constraint is clearly inappropriate in many contexts. For example, in urban medical emergency...

We consider a queuing system with n customer classes and m servers. For eachclass i there is only a subset S(i) of servers that are able to process customer' i requests and they do that using a first-come-first-serve discipline. For this system, we are primarily interested in computing Pij , the...

Past research on queuing has identified social justice as an important determinant of consumers' waiting experiences. In queuing settings, people's perception of social justice depends on whether or not the principle of first in and first out (FIFO) has been violated. In this research, we argue...