Research perspective

Queueing systems with customer abandonments, also called queues with impatient customers, arise in many real-world service environments, including call centers, healthcare systems, and perishable-inventory models. In these systems, customers may leave before receiving service when their waiting times exceed their tolerance levels. This behavior can significantly affect system performance through lost revenue, reduced service efficiency, and lower customer satisfaction. Analyzing and optimizing such systems is therefore both practically important and mathematically rich.

Current projects span exact analysis in admission control, service-rate control, and scheduling models. See Publications for papers and preprints.