Matching trip requests and available drivers efficiently is considered a central operational
problem for ride-hailing services. A widely adopted matching strategy is to accumulate a …

Amidst a pandemic, operators of emergency medical service (EMS) systems aim at
upholding service at sufficiently low response times while reducing the infection probability …

This study studies the impact of loss aversion on queue configurations in a doubled‐ended
queueing system such as taxi stations. We assume that there exist two types of …

We develop a data-based modelling framework that supports analysis and optimization of
large and complex, congestion-prone service-operations. Drawing from many-server …

We bound the rate at which the steady-state distribution of the join-the-shortest-queue (JSQ)
system converges, in the Halfin-Whitt regime, to its diffusion limit. Our proof uses Stein's …

We study a multi-stage tandem queueing system and develop the law of the iterated
logarithm (LIL) for performance measures including the queue length, workload, busy time …

We study a vacation queueing model where an arriving customer, upon finding the server to
be on vacation, is offered an opportunity to pay a fee to instantaneously end the server's …

We present a game-theoretic analysis of a fluid queue with Markovian vacations and an N-
policy. Once the buffer becomes empty, it closes and takes a vacation. When this vacation …

Service providers often provide chargeable extra waiting area value-added services (EWS)
to enhance customers' waiting experiences, eg., in VIP and business lounges at airports …

When the call center queuing system becomes complex, it turns out that the static routing
policy is not optimal. This paper considers the problem of the dynamic routing policy for call …