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The Power of Letting Go: Scheduling, Rejections and Controlled Abandonments in Multi-Server Queues
Abstract: Long waiting times in service and healthcare systems reduce customer satisfaction, increase abandonment rates, and harm provider profitability and reputation. To address these issues, service providers often set class-specific service-level (SL) requirements. We study a multi-server, multi-class scheduling problem in which the operator can either reject some arriving customers or initiate controlled abandonments to… Continue Reading The Power of Letting Go: Scheduling, Rejections and Controlled Abandonments in Multi-Server Queues