Please use this identifier to cite or link to this item: https://ah.nccu.edu.tw/handle/140.119/95624


Title: 以二維度馬可夫鏈的排隊模型研究客戶服務中心之等候機制
A queueing model of call center by two-dimensional Markov chain approach in a case study
Keywords: 客戶服務中心
排隊模型
二維度馬可夫鏈
Reference: [1] Abate J., Whitt W., Numberical inversion of Laplace transforms of probability
distribution. ORSA. Journal on computing 7. 1995; 36-43.

[2] Artalejo J.R., Gomez-corral A, Neuts MF., Numerical analysis of multiserver
retrial queues operating under a full access policy. In: Latouche G. and Taylor
P.(Eds), Advances in Algorithmic Methods for Stochastic Models. Notable
Publications Inc., NJ. 2000; 1-19.

[3] Artalejo J.R., Orlovsky D.S, Dudin A.N., Multiserver retrial model with variable
number of active servers. Computer and Industrial Engineering. 2005;
48(2); 273-288.

[4] Chen B.P.K., Henderson S.G., Two Issues in Setting Call Centre Staffing Levels.
Annals of Operations Research. 2001; 108; 157-192.

[5] Choi B.D., Chang Y., Single server retrial queues with priority calls. Mathematical
and Computer Modeling. 1999; 30(3); 7-32.

[6] Choi B.D., Melikov A., Amir velibekov., A simple numerical approximation of
joint probabilities of calls in service and calls in the retrial group in a picocell.
Appl. Comput. Math. 7(2008); no.1; 21-30.

[7] Korolyuk, V.S., Korolyuk, V.V., Stochastic models of systems. Kluwer Academic
Pluishers, Boston, 2009.
50

[8] Liang, C.C., Hsu, P.Y., Leu, J.D., Luh, H., An effective approach for content
delivery in an evolving intranet environment- a case study of the largest telecom
company in Taiwan. Lect Notes Comp Sci. 2005; 3806: 740-49.

[9] Liang, C.C., Wang, C.H., Luh, H., Hsu, P.Y., Disaster Avoidance Mechanism
for Content-Delivering. Service, Copmputer and Oper Res. 2009; 36(1): 27-39.

[10] Mushko V.V., Klimenok V.I., Ramakrishnan K.O., Krishnamoorthy A, Dudin
A.N., Multiserver queue with addressed retrials. Annals of Operations Reserch.
2006; 141(1); 283-301.

[11] Matlab 7. The MathWorks, Inc.. 2009.

[12] Servi L.D., Algorithmic solutions to two-dimensional birth-death processes with
application to capacity planning. Telecommunication Systems. 2002; 21(2-4);
205-212.

[13] Ross S., A First Course in Probability. Sixth edition, by Prentice-Hall, Inc..
2002.

[14] Taha H.A., Operations Research an introduction. Seventh edition, by Pearson
Education, Inc.. 2003.

[15] Takayuki O., Analysis of a QBD process that depends on backgroumd QBD
processes. Septemer, CMU-CS-04-163. 2004.
Source URI: http://thesis.lib.nccu.edu.tw/record/#G0967510091
Data Type: thesis
Appears in Collections:[應用數學系] 學位論文

Files in This Item:

File SizeFormat
index.html0KbHTML392View/Open


All items in 學術集成 are protected by copyright, with all rights reserved.


社群 sharing