The COVID-19 pandemic has had profound effects on grocery retailers, forcing them to make many operational changes in response to public health concerns and the shift in customers' shopping behavior. Grocery retailers need to understand the impact of pandemic conditions on their operations, but...

In this paper, we develop a general framework to analyze the influence of system load on service times in queueing systems. Our proposed framework unifies previous results and ties them to possible future studies to help empirical and analytical researchers to investigate and model the ways in...

(1) Problem definition: Internet-based technology advancements have enabled service providers to disseminate real-time delay estimates to customers who are strategic and delay-sensitive. In a market with two service providers who compete for market share, we investigate whether one of the...