Motivated by recent empirical evidence, we consider a large service system in which the patience time of each customer depends on his service requirement. Our goal is to study the impact of such dependence on key performance measures, such as expected waiting times and average queue length, as...

Service times of customers often depend on the delay they experience in queue, as was recently demonstrated empirically in restaurants, call centers and intensive care units. Two forms of dependence mechanisms in service systems with customer abandonment immediately come to mind: First, the...