The impacts of customers delay-risk sensitivities on a queue with balking

Pengfei Guo, Paul Zipkin

Research output: Journal article publicationJournal articleAcademic researchpeer-review

11 Citations (Scopus)


Congestion and its uncertainty are big factors affecting customers decision to join a queue or balk. In a queueing system, congestion itself is resulted from the aggregate joining behavior of other customers. Therefore, the property of the whole group of arriving customers affects the equilibrium behavior of the queue. In this paper, we assume each individual customer has a utility function which includes a basic cost function, common to all customers, and a customer-specific weight measuring sensitivity to delay. We investigate the impacts on the average customer utility and the throughput of the queueing system of different cost functions and weight distributions. Specifically, we compare systems where these parameters are related by various stochastic orders, under different information scenarios. We also explore the relationship between customer characteristics and the value of information.
Original languageEnglish
Pages (from-to)409-432
Number of pages24
JournalProbability in the Engineering and Informational Sciences
Issue number3
Publication statusPublished - 1 Jul 2009

ASJC Scopus subject areas

  • Management Science and Operations Research
  • Statistics, Probability and Uncertainty
  • Industrial and Manufacturing Engineering
  • Statistics and Probability

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