Research On Multi-Service Queueing Systems With Balking,Reneging And Negative Customers

Queueing is ubiquitous in real life,so when customers have to wait in queues,the following situations often occur: when the queue length is predictable,customers may balk;when customers wait in line for a long time without being served,customers may renege due to impatience.The behavior of these customers is bound to influence the queueing system.At the same time,the appearance of negative customers in the fields of intelligent customer service,mobile travel platforms,and signal transmission will also have a certain negative impact on the queueing system.To better optimize the resource setting and improve the service quality of the queueing system,based on the above-mentioned diversity of customer behavior and the appearance of negative customers,this thesis studies a multi-service queueing system with balking,reneging,and negative customers at the same time.First of all,this thesis studies a multi-service queueing system with balking,reneging,and negative customers with the background of customers using mobile travel software.We model the situation of excessive orders on the platform and customers who choose to withdraw from orders due to impatiences during the process of waiting and model the behavior of balking and reneging in the queueing system.And the negative evaluation of the driver on the platform is regarded as negative customers in the queueing system.Next,the steadystate probability distribution of the system is deduced by constructing the system equilibrium equations and the main performance measures are obtained.It further analyzes the impact of balking,reneging behaviors,and the appearance of negative customers on the system,constructs individual and system benefit functions,and provides corresponding managerial insights.Secondly,this thesis studies the priority queueing system(with ordinary and priority customers)of multiple services with balking,reneging,and negative customers,based on the background of customers’ question consultation to intelligent customer service.In an intelligent customer service system,a queueing system is established under the classical preemptive priority strategy,which includes the behavior of customers balking and reneging in the middle of the queueing process,and at the same time,the network interruption is modeled as a negative customer in the queueing system.Next,the problem is modeled according to the quasi-birth-death process,the steady-state distribution of the two types of customers is deduced by the matrix analysis method,and the related performance measures are calculated.Furthermore,the numerical examples show that the comprehensive impacts of balking,reneging,and negative customers on the system performance are profound,and we analyze the individual and system utilities and provide suggestions for system optimal control.Finally,this thesis provides a conclusion and outlook.The queueing model combining customer behavior and negative customers established in this thesis has a better connection with the queueing models of car-hailing on mobile travel platforms and intelligent customer service system,which broadens the applications of the theoretical model in real life and has a certain practical significance.However,this thesis only conducts theoretical research and numerical analysis.In the future,we can further analyze and optimize real cases through research.Moreover this thesis only studies the preemptive priority strategy.In practice,there are also systems with a non-preemptive priority strategy.In the follow-up research,we can further study the non-preemptive priority queueing system with balking,reneging,and negative customers.