A Queueing Model for Customer Rescheduling and No-shows in Service Systems
18 Pages Posted: 17 Aug 2022 Last revised: 19 Sep 2022
Date Written: July 9, 2021
We study an M/M/1/K queue where customers can reschedule their appointments. Rescheduled customers show up with higher probabilities, incurring lower no-show costs, but rescheduling also frees up slots that may not be filled later, leading to wasted service capacity and lower throughput. The system manager aims to minimize the long-run average cost by controlling rescheduling policies. We derive conditions under which rescheduling should be allowed for different scenarios depending on whether customers can reschedule only once or multiple times.
Keywords: Rescheduling; No-show; Appointment; Queue; Markov Decision Process
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