• Improving Service By Informing Customers About Anticipated Delays. Management Science, vol. 45, No. 2, February 1999, pp. 192-207. [published PDF]
• Predicting Queueing Delays. Management Science, vol. 45, No. 6, June 1999, pp. 870-888. [published PDF]
• Predicting Response Times in Processor-Sharing Queues. In Proceedings of the Fields Institute Conference on Communication Networks, P. W. Glynn, D. J. MacDonald and S. J. Turner, (eds.) (with Amy R. Ward). [PostScript] [PDF]
• The Impact of Delay Announcements in Many-Server Queues with Abandonment. working paper, 2005. Submitted to Operations Research. (with Mor Armony and Nahum Shimkin). [PDF]
  • The Impact of Delay Announcements in Many-Server Queues with Abandonment: Supplementary Material. working paper, 2005. Supporting material for paper with same title. (with Mor Armony and Nahum Shimkin). [PDF]
• Real-Time Delay Estimation Based on Delay History. Submitted to Manufacturing and Service Operations Management (with Rouba Ibrahim) [PDF].
  • Supplement to "Real-Time Delay Estimation Based on Delay History." Supporting material for paper above. (with Rouba Ibrahim) [PDF].

Related Topics:

• Telephone Call Centers