We study the question of scheduling impatient customers in parallel server queuing systems. At the time of arrival, customers can be identified as one of many classes, where the class represents the service time and patience time distributions, and cost characteristics. From the system's...

When managing congested service systems, it is common to use priority rules based on some operational criteria. In this paper, we consider the societal implications of such individual-focused priority policies, when individuals are considered as members of broader population groups. We find that...

Problem Definition: We study optimal scheduling of customers in service systems, such as call centers. In such systems, customers typically hang up and abandon the system if their wait for service is too long. Such abandonments are detrimental for the system, and so managers typically use...