Call centers are an increasingly important part of today's business world, employing millions
of agents across the globe and serving as a primary customer‐facing channel for firms in …

Service organizations face a trade-off between high utilization and responsiveness. High
utilization can improve financial performance, but causes congestion, which increases …

We conduct an empirical investigation of the impact of queue management on patients'
average wait time and length of stay (LOS). Using an emergency department's (ED) patient …

This paper shows how mesolevel structures support effective coordination in temporary
groups. Prior research on coordination in temporary groups describes how roles encode …

Using behavioral experiments, we study the impact of queue design on worker productivity
in service systems that involve human servers. Specifically, we consider two queue design …

We analyze the benefit of production/service capacity sharing for a set of independent firms.
Firms have the choice of either operating their own production/service facilities or investing …

Understanding the behavior of queueing systems is important to both operations
management academics and practitioners. Queueing systems have been studied …

In this paper, we consider two basic multi-class call center models, with and without
reneging. Customer classes have different priorities. The content of different types of calls is …

Many service systems are staffed by workers who work in shifts. In this article, we study the
dynamic assignment of servers to different areas of a service system at the beginning of …

Although pooling queues offer in principle many operational benefits, these may not always
be achieved in practice. One reason, observed in, prior empirical studies, relates to …