Xu, Susan H.; Gao, Long; Ou, Jihong - In: Management Science 53 (2007) 6, pp. 971-990
arriving at a ticket queue, each customer is issued a numbered ticket. The number currently being served is displayed. An … propose a Markov chain model of a ticket queue and develop effective evaluation tools. These tools can help management … quantify the service level and identify the performance gap between the ticket queue and the conventional physical queue, in …