Optimization of an M/M/1/N Feedback Queue with Retention of Reneged Customers

• Autorzy: Rakesh Kumar , Narendra Kumar Jain , Bhupender Kumar Som
• Języki publikacji: EN

Abstrakty

EN

Customer impatience has become a threat to the business world. Firms employ various customer retention strategies to retain their impatient (or reneged) customers. Customer retention mechanisms may help to retain some or all impatient customers. Further, due to unsatisfactory service, customers may rejoin a queue immediately after departure. Such cases are referred to as feedback customers. Kumar and Sharma take this situation into account and study an M/M/1/N feedback queuing system with retention of reneged customers. They obtain only a steady-state solution for this model. In this paper, we extend the work of Kumar and Sharma by performing an economic analysis of the model. We develop a model for the costs incurred and perform the appropriate optimization. The optimum system capacity and optimum service rate are obtained. (original abstract)

Słowa kluczowe

EN

Customer; Customer service; Revenue; Optimalization; Economic analysis; Queuing systems

PL

Klient; Obsługa klienta; Przychody; Optymalizacja; Analiza ekonomiczna; Systemy obsługi masowej

• Czasopismo: Operations Research and Decisions
• Rocznik: 2014
• Tom: 24
• Numer: nr 3
• Strony: 45--58

Twórcy

autor

Rakesh Kumar

• Shri Mata Vaishno Devi University, Katra, India

autor

Narendra Kumar Jain

• Kurukshetra University, Kurukshetra, Haryana, India

autor

Bhupender Kumar Som

• Kurukshetra University, Kurukshetra, Haryana, India

Bibliografia

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Identyfikatory

DOI

10.5277/ord140303