In many service industries, customers have to wait for service. When customers have a
choice, this waiting may influence their service experience, sojourn time, and ultimately …

The problem of stochastic deadline scheduling is considered. A constrained Markov
decision process model is introduced in which jobs arrive randomly at a service center with …

We consider the problem of optimal fleet sizing in a vehicle sharing system. Vehicles are
available for short-term rental and are accessible from multiple locations. A vehicle rented at …

We describe a fluid model with time-varying input that approximates a multiclass many-
server queue with impatient customers and time-varying arrivals (specifically, the multiclass …

Social media provided a significant communication platform for rescuing people when
Harvey hit Houston area. In this devastating flooding crisis, the overloaded official …

An important feature of call center modeling is the presence of impatient customers. This
article considers single-skill call centers including customer abandonments. A number of …

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 Markovian multi-server queues with two types of impatient customers: high-and
low-priority ones. The first type of customer has a non-preemptive priority over the other type …

We study the joint scheduling of deferrable demands (eg, the charging of electric vehicles)
and storage systems in the presence of random supply, demand arrivals, processing costs …

We study a queueing model of customer service chat systems. A unique feature of these
queueing systems is that a single agent can serve multiple customers simultaneously. We …