ABSTRACT
Customer impatience leads to loss of business for any business. Impatient customers may be retained for their services if service companies employ certain customer retention mechanisms. Sometimes customers, after receiving their service, may remain dissatisfied and join the queue for further service. This is called customer service feedback. In uncertain situations, disaster is also inevitable. Therefore, in this chapter we investigate a single-server Markov queuing system with customer impatience, feedback, and disaster, with a retention mechanism. The model is solved using the steady-state probability generator function method. Several important performance metrics are calculated, and thus sensitivity analysis of the model is also performed.
