M/M/1 Feedback Queueing Models with Retention of Reneged Customers and Balking

摘要

Customer retention is the key issue in the organizations facing the problem of customer impatience. Firms are employing a number of customer retention strategies to sustain their businesses. An impatient customer (due to reneging) may be convinced to stay in service system for his service by utilizing certain convincing mechanisms. Such customers are termed as retained customers. Queuing with feedback represents customer dissatisfaction because of inappropriate quality of service. In case of feedback, after getting partial or incomplete service, customer retries for service. Customer Retention is incorporated in a single-server Markovian feedback queuing model and in a single-server Markovian feedback queuing model with balking. The steady-state solution of both the models is derived. Some useful measures of performance are derived. Some queuing models are obtained as particular cases of these models are discussed.