Load Effect on Service Times

34 Pages Posted: 20 Aug 2015

See all articles by Mohammad Delasay

Mohammad Delasay

Stony Brook University College of Business

Armann Ingolfsson

University of Alberta - Department of Accounting, Operations & Information Systems

Bora Kolfal

University of Alberta - Department of Accounting, Operations & Information Systems

Kenneth Schultz

Air Force Institute of Technology

Date Written: July 1, 2015

Abstract

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 which load impacts service times. We identify three load characteristics: changeover, instantaneous load, and extended load. The load characteristics induce behaviors, or mechanisms, in at least one of the system components: the server, the network, and the customer. A mechanism influences the service-time determinants: the work content or the service speed. We identify and define mechanisms that cause service times to change with load and use the framework to categorize them. We propose that an understanding of the relationship between load and service times can come about only by understanding the underlying mechanisms.

Keywords: Behavioral operations; Service operations; Queues; Service time; Load

Suggested Citation

Delasay, Mohammad and Ingolfsson, Armann and Kolfal, Bora and Schultz, Kenneth, Load Effect on Service Times (July 1, 2015). Available at SSRN: https://ssrn.com/abstract=2647201 or http://dx.doi.org/10.2139/ssrn.2647201

Mohammad Delasay (Contact Author)

Stony Brook University College of Business ( email )

348 Harriman Hall
Stony Brook, NY 11794
United States

Armann Ingolfsson

University of Alberta - Department of Accounting, Operations & Information Systems ( email )

Edmonton, Alberta T6G 2R6
Canada

Bora Kolfal

University of Alberta - Department of Accounting, Operations & Information Systems ( email )

Edmonton, Alberta T6G 2R6
Canada

Kenneth Schultz

Air Force Institute of Technology ( email )

Wright-Patterson AFB
OH
United States

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