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In this paper, we developed a multi-server Feedback Markovian queuing model with encouraged arrivals, customer impatience, and retention of impatient customers. The stationary system size probabilities are obtained recursively. | Yugoslav Journal of Operations Research 28 (2018), Number 3, 333–344 DOI: https://doi.org/10.2298/YJOR170620006S M/M/c/N QUEUING SYSTEMS WITH ENCOURAGED ARRIVALS, RENEGING, RETENTION AND FEEDBACK CUSTOMERS Bhupender Kumar SOM Associate Professor, Jagan Institute of Management Studies, Delhi, India bksoam@live.com Sunny SETH Assistant Professor, Jagan Institute of Management Studies, Delhi, India sunnyseth2005@gmail.com Received: June 2017 / Accepted: January 2018 Abstract: Customers often get attracted by lucrative deals and discounts offered by firms. These, attracted customers are termed as encouraged arrivals. In this paper, we developed a multi-server Feedback Markovian queuing model with encouraged arrivals, customer impatience, and retention of impatient customers. The stationary system size probabilities are obtained recursively. Also, we presented the necessary measures of performance and gave numerical illustrations. Some particular, and special cases of the model are discussed. Keywords: Encouraged Arrivals, Stochastic Models, Queuing Theory, Reneging, Impatience, Feedback. MSC: 60K25, 68M20, 90B22. 1. INTRODUCTION AND LITERATURE SURVEY In today’s era of cut throat competition, companies compete not only with local markets but also with the big global players. Moreover, they have constantly to follow technological advancements, and to deal with the customers’ uncertain behavior regarding the access they have to global products. Customers often look for lucrative deals offered by various firms before buying any product. In order to ensure sustainable growth, firms release various offers and discounts to retain old customers and to engage new ones. The discounts and offers attract customers towards the particular firm. Those, attracted customers are termed as encouraged 334 B.K. Som and S. Seth / Queuing Models with Encouraged Arrivals arrivals in this paper. The phenomenon of encouraged arrivals can also be understood as contrary to discouraged .
