Diffusion approximations have been a popular tool for performance analysis in queueing
theory, with the main reason being tractability and computational efficiency. This dissertation …

This paper provides an introduction to the Stein method framework in the context of steady-
state diffusion approximations. The framework consists of three components: the Poisson …

The performance of a call center is sensitive to customer abandonment. In this survey paper,
we focus on G/GI/n+ GI parallel-server queues that serve as a building block to model call …

This study analyzes dynamic pricing in a non-preemptive M/M/1 service system in which
customers exhibit patience in regard to waiting time. We use a stylized, single-server queue …

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 …

We consider a heterogeneous queueing system consisting of one large pool of O (r)
identical servers, where r→∞ is the scaling parameter. The arriving customers belong to …

The shortest-remaining-processing-time (SRPT) scheduling policy has been extensively
studied, for more than 50 years, in single-server queues with infinitely patient jobs. Yet …

We study the positive recurrence of piecewise Ornstein–Uhlenbeck (OU) diffusion
processes, which arise from many-server queueing systems with phase-type service …

We consider GI/Ph/n+ M GI/P h/n+ M parallel-server systems with a renewal arrival process,
a phase-type service time distribution, nn homogenous servers, and an exponential …

We study ergodic properties of Markovian multiclass many-server queues that are uniform
over scheduling policies and the size of the system. The system is heavily loaded in the …