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The Value of the Customer’sWaiting Time for General Queues

机译：客户等待一般排队时间的价值

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摘要

We have developed a measure of the value of the customer's waiting time that is applicable to all queuing systems. Since the birth of the modern queuing theory over 100 years ago, this measure is the first addition to the list of the measures of performance of general queues that includes the servers' utilization factor, the expected queue length, the expected waiting time, and some variations of the last two. The curves for trade-offs between the servers' utilization factor and the value of the customer's time can be used to supplement or replace the curves for trade-offs between the servers' utilization factor and the customer's expected queue length (or expected waiting time) that have been a fundamental part of the modern queuing theory. The decisions made with the value of the customer's waiting time will mirror the decision maker's goals more closely than the decisions made with the customer's expected queue length or expected waiting time that are surrogates for the value of the customer's waiting time. Although our definition of the value of the customer's time is deceptively simple, its implications can be significant and far reaching. It could change the way we pursue research in the queuing theory, the way we teach the queuing theory, and the way we design queuing systems in practice.
机译：我们已经开发出一种适用于所有排队系统的客户等待时间价值的衡量方法。自从100年前现代排队理论诞生以来，此衡量标准是常规队列性能衡量标准列表中的第一项补充，其中包括服务器的利用率，预期队列长度，预期等待时间以及一些其他方面。最后两个的变体。服务器利用率和客户时间值之间的折衷曲线可用于补充或替换服务器利用率和客户预期队列长度（或预期等待时间）之间的折衷曲线。这些已经成为现代排队理论的基本组成部分。用客户等待时间值做出的决策将比决策者更接近地反映决策者的目标，而用客户预期队列长度或预期等待时间做出的决策则代替了客户等待时间的值。尽管我们对客户时间价值的定义看似简单，但其含义可能很深远。它可能会改变我们在排队论中进行研究的方式，我们在排队论中的教学方式以及在实践中设计排队系统的方式。

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  • 来源
    《Decision sciences》 |2019年第3期|567-581|共15页
  • 作者

    Singhal Kalyan; Singhal Jaya; Kumar Subodha;

  • 作者单位

    Univ Baltimore, Merrick Sch Business, Baltimore, MD 21201 USA;

    Univ Baltimore, Merrick Sch Business, Baltimore, MD 21201 USA;

    Temple Univ, Fox Sch Business, Philadelphia, PA 19122 USA;

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