Queuing theory is playing a vital role in the management of various systems involving congestions. Customers’ dissatisfaction and impatience are the key areas to be looked into. Feedback in queueing literature represents customer dissatisfaction because of inappropriate quality of service. In case of feedback, after getting partial or incomplete service, customer retries for service. An impatient customer (due to reneging) may be convinced to stay in the system for his service by utilizing certain convincing mechanisms. Such customers are termed as retained customers. Keeping in mind these concepts, a single-server Markovian feedback queuing model with discouraged arrivals, reneging and retention of reneged customers is studied. The steady-state solution of the model is derived iteratively. Some important measures of effectiveness of the queuing model are derived and their usefulness is discussed. Finally, some important queuing models are derived as special cases of this model. This model can be used to study the effect of various customer retention strategies on the system’s performance. The model is applicable to businesses and industries facing customers’ impatience.
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