Purpose: In responding to competitors' strategic choices, firms must choose whether to allocate their customer relationship management (CRM) resources primarily to retaining existing customers or to acquiring new customers. To address this critical but understudied question, the authors examine...

Recently the development of the real-time environment has influenced the design and altered the concepts of computer oriented systems. A priority queuing model was developed to analyse the performance of a simple real-time computer system. The jobs come from remoted stations and form a Poisson...