{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2022,3,29]],"date-time":"2022-03-29T13:59:00Z","timestamp":1648562340265},"reference-count":16,"publisher":"Elsevier BV","issue":"14","license":[{"start":{"date-parts":[[2003,12,1]],"date-time":"2003-12-01T00:00:00Z","timestamp":1070236800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/tdm\/userlicense\/1.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Computers &amp; Operations Research"],"published-print":{"date-parts":[[2003,12]]},"DOI":"10.1016\/s0305-0548(02)00142-9","type":"journal-article","created":{"date-parts":[[2003,1,30]],"date-time":"2003-01-30T15:07:37Z","timestamp":1043939257000},"page":"2211-2225","source":"Crossref","is-referenced-by-count":6,"title":["Benefits of providing amenities to impatient waiting customers"],"prefix":"10.1016","volume":"30","author":[{"given":"Jihong","family":"Ou","sequence":"first","affiliation":[]},{"given":"B.Madhu","family":"Rao","sequence":"additional","affiliation":[]}],"member":"78","reference":[{"key":"10.1016\/S0305-0548(02)00142-9_BIB1","series-title":"The service encounter: managing employee\/customer interaction in the service business","first-page":"290","article-title":"The psychology of waiting lines","author":"Maister","year":"1985"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB2","doi-asserted-by":"crossref","first-page":"61","DOI":"10.1108\/EUM0000000002506","article-title":"A framework for relating waiting time and customer satisfaction in a service operation","volume":"4","author":"Davis","year":"1990","journal-title":"Journal of Services Marketing"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB3","doi-asserted-by":"crossref","first-page":"64","DOI":"10.1108\/09564239810199950","article-title":"How disconfirmation, perception and actual waiting times impact customer satisfaction","volume":"9","author":"Davis","year":"1998","journal-title":"International Journal of Service Industry Management"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB4","unstructured":"Katz KL, Larson BL, Larson RC. Prescription for the waiting-in-line blues: entertain, enlighten, and engage. Sloan Management Review 1991;32:44\u201353."},{"key":"10.1016\/S0305-0548(02)00142-9_BIB5","doi-asserted-by":"crossref","first-page":"192","DOI":"10.1287\/mnsc.45.2.192","article-title":"Improving service by informing customers about anticipated delays","volume":"45","author":"Whitt","year":"1999","journal-title":"Management Science"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB6","doi-asserted-by":"crossref","first-page":"870","DOI":"10.1287\/mnsc.45.6.870","article-title":"Predicting queueing delays","volume":"45","author":"Whitt","year":"1999","journal-title":"Management Science"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB7","doi-asserted-by":"crossref","first-page":"162","DOI":"10.1287\/moor.4.2.162","article-title":"Reneging phenomena in single channel queues","volume":"4","author":"Stanford","year":"1979","journal-title":"Mathematics of Operations Research"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB8","doi-asserted-by":"crossref","first-page":"887","DOI":"10.2307\/1427345","article-title":"Single-server queues with impatient customers","volume":"16","author":"Baccelli","year":"1984","journal-title":"Advances in Applied Probability"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB9","doi-asserted-by":"crossref","first-page":"644","DOI":"10.1287\/opre.5.5.644","article-title":"Queueing with impatient customers and indifferent clerks","volume":"5","author":"Barrer","year":"1957","journal-title":"Operations Research"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB10","doi-asserted-by":"crossref","first-page":"650","DOI":"10.1287\/opre.5.5.650","article-title":"Queueing with impatient customers and ordered service","volume":"5","author":"Barrer","year":"1957","journal-title":"Operations Research"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB11","doi-asserted-by":"crossref","first-page":"1349","DOI":"10.1287\/mnsc.23.12.1349","article-title":"The Markovian queue with bounded waiting time","volume":"23","author":"Gavish","year":"1977","journal-title":"Management Science"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB12","doi-asserted-by":"crossref","first-page":"205","DOI":"10.1287\/mnsc.25.2.205","article-title":"A single server queue with constant service time and restricted accessibility","volume":"25","author":"Hokstad","year":"1979","journal-title":"Management Science"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB13","doi-asserted-by":"crossref","first-page":"173","DOI":"10.1007\/BF02613493","article-title":"Queueing with balking and reneging in M\/G\/1 systems","volume":"12","author":"Rao","year":"1967","journal-title":"Metrika"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB14","doi-asserted-by":"crossref","first-page":"433","DOI":"10.1017\/S0305004100030437","article-title":"The analysis of non-Markovian stochastic processes by the inclusion of supplementary variables","volume":"51","author":"Cox","year":"1955","journal-title":"Proceedings of the Cambridge Philosophical Society (Mathematics and Physical Science)"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB15","series-title":"Matrix-geometric solutions in stochastic models\u2014an algorithmic approach","author":"Neuts","year":"1981"},{"key":"10.1016\/S0305-0548(02)00142-9_BIB16","doi-asserted-by":"crossref","first-page":"118","DOI":"10.1016\/0377-2217(86)90222-5","article-title":"An algorithm for Ph\/Ph\/c queues","volume":"23","author":"Seelen","year":"1986","journal-title":"European Journal of Operational Research"}],"container-title":["Computers &amp; Operations Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0305054802001429?httpAccept=text\/xml","content-type":"text\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0305054802001429?httpAccept=text\/plain","content-type":"text\/plain","content-version":"vor","intended-application":"text-mining"}],"deposited":{"date-parts":[[2019,3,30]],"date-time":"2019-03-30T07:25:03Z","timestamp":1553930703000},"score":1,"resource":{"primary":{"URL":"https:\/\/linkinghub.elsevier.com\/retrieve\/pii\/S0305054802001429"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2003,12]]},"references-count":16,"journal-issue":{"issue":"14","published-print":{"date-parts":[[2003,12]]}},"alternative-id":["S0305054802001429"],"URL":"https:\/\/doi.org\/10.1016\/s0305-0548(02)00142-9","relation":{},"ISSN":["0305-0548"],"issn-type":[{"value":"0305-0548","type":"print"}],"subject":[],"published":{"date-parts":[[2003,12]]}}}