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Sharing delay information in service systems: a literature survey

Ibrahim, R; (2018) Sharing delay information in service systems: a literature survey. Queueing Systems , 89 (1-2) pp. 49-79. 10.1007/s11134-018-9577-y. Green open access

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Abstract

Service providers routinely share information about upcoming waiting times with their customers, through delay announcements. The need to effectively manage the provision of these announcements has led to a substantial growth in the body of literature which is devoted to that topic. In this survey paper, we systematically review the relevant literature, summarize some of its key ideas and findings, describe the main challenges that the different approaches to the problem entail, and formulate research directions that would be interesting to consider in future work.

Type: Article
Title: Sharing delay information in service systems: a literature survey
Open access status: An open access version is available from UCL Discovery
DOI: 10.1007/s11134-018-9577-y
Publisher version: http://dx.doi.org/10.1007/s11134-018-9577-y
Language: English
Additional information: © The Author(s) 2018. Open Access: This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.
Keywords: Delay announcements, Queueing models, Service systems
UCL classification: UCL
UCL > Provost and Vice Provost Offices > UCL BEAMS
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science
UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science > UCL School of Management
URI: https://discovery.ucl.ac.uk/id/eprint/10047294
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