Asymptotic Inference for Waiting Times and Patiences in Queues with Abandonment

References

• Asmussen , S. ( 2003 ). Applied Probability and Queues , 2nd ed. . Springer .
   Google Scholar
• Athreya , K. B. , Fuh , C. D. ( 1992 ). Bootstrapping Markov chain: countable case . Journal of Statistical Planning and Inference 33 : 311 – 331 .
   Web of Science ®Google Scholar
• Bertail , P. , Clémençon , S. ( 2006 ). Regenerative block-bootstrap for Markov chains . Bernoulli 12 : 689 – 712 .
   Web of Science ®Google Scholar
• Bertail , P. , Clémençon , S. ( 2007 ). Second order properties of regeneration-based bootstrap for Markov chains . Test 16 : 109 – 122 .
   Google Scholar
• Billingsley , P. ( 1995 ). Probability and Measure , 3rd ed. . New York : Wiley .
   Google Scholar
• Bingham , N. H. , Pitts , S. M. ( 1999a ). Nonparametric estimation for the M/G/∞ queue . The Annals of the Institute of Statistical Mathematics 51 : 71 – 97 .
   Web of Science ®Google Scholar
• Bingham , N. H. , Pitts , S. M. ( 1999b ). Nonparametric inference from the M/G/1 busy periods . Communications in Statistics—Stochastic Models 15 : 247 – 272 .
   Google Scholar
• Brown , L. , Gans , N. , Mandelbaum , A. , Sakov , A. , Shen , H. , Zeltyn , S. , Zhao , L. ( 2005 ). Statistical analysis of a telephone call center: a queuing science perspective . Journal of the American Statistical Association 100 : 36 – 50 .
   Web of Science ®Google Scholar
• Cai , Z. ( 1998 ). Kernel density estimation and hazard rate estimation for censored dependent data . Journal of Multivariate Analysis 67 : 23 – 34 .
   Web of Science ®Google Scholar
• Cai , Z. ( 2001 ). Estimating a distribution function for censored time series data . Journal of Multivariate Analysis 78 : 299 – 318 .
   Web of Science ®Google Scholar
• Cai , J. , Kim , J. ( 2003 ). Nonparametric quantile estimation with correlated failure time data . Lifetime Data Analysis 9 : 357 – 371 .
   PubMed Web of Science ®Google Scholar
• Datta , S. , McCormick , W. P. ( 1993 ). Regeneration-based bootstrap for Markov chains . Canadian Journal of Statistics 21 : 181 – 193 .
   Google Scholar
• Efron , B. ( 1979 ). Bootstrap methods: another look at the jackknife . The Annals of Statistics 7 : 1 – 26 .
   Web of Science ®Google Scholar
• Gans , N. , Koole , G. , Mandelbaum , A. ( 2003 ). Commissioned paper: Telephone call centers: tutorial, review and research prospects . Manufacturing Service Operations Management 5 : 79 – 141 .
   Google Scholar
• Garnett , O. , Mandelbaum , E. , Reiman , M. ( 2002 ). Designing a call center with impatient customers . Manufacturing Service Operations Management 4 : 208 – 228 .
   Google Scholar
• Gill , R. , Johansen , S. (1990). A survey of product-integration with a view towards application in survival analysis. The Annals of Statistics 18:1501–1555.
   Web of Science ®Google Scholar
• Giné , E. , Zinn , J. ( 1990 ). Bootstrapping general empirical measures . The Annals of Probability 18 : 851 – 869 .
   Web of Science ®Google Scholar
• Hall , P. ( 1992 ). The Bootstrap and Edgeworth Expansion . Springer .
   Google Scholar
• Hansen , M. B. , Pitts , S. M. ( 2006 ). Nonparametric inference from the M/G/1 workload . Bernoulli 12 : 737 – 759 .
   Google Scholar
• Leventhal , S. ( 1988 ). Uniform limit theorems for Harris recurrent Markov chains . Probability Theory and Related Fields 80 : 101 – 118 .
   Google Scholar
• Naik-Nimbalkar , U. V. , Rajarshi , M. B. ( 1994 ). Validity of blockwise bootstrap for empirical processes with stationary observations . The Annals of Statistics 22 : 980 – 994 .
   Web of Science ®Google Scholar
• Nederlof , A. , Anton , J. ( 2002 ). Customer Obsession: Your Roadmap to Profitable CRM . Anton Press .
   Google Scholar
• Pollard , D. ( 1982 ). A central limit theorem for empirical processes . Journal of the Australian Mathematical Society Series A 33 : 235 – 248 .
   Google Scholar
• Pollard , D. ( 1984 ). Convergence of Stochastic Processes . Springer .
   Google Scholar
• Radulović , D. ( 2004 ). Renewal type bootstrap for Markov chains . Test 13 : 147 – 192 .
   Google Scholar
• Thorrison , H. ( 2000 ). Coupling, Stationarity and Regeneration . Springer .
   Google Scholar
• Tsai , T. H. ( 1998 ). The Uniform CLT and LIL for Markov Chains . PhD thesis , University of Wisconsin .
   Google Scholar
• van der Vaart , A. W. , Wellner , J. A. ( 1996 ). Weak Convergence and Empirical Processes . Springer .
   Google Scholar
• Wolf , M. , Politis , D. N. , Romano , J. P. ( 1999 ). Weak convergence of dependent empirical measures with application to subsampling in function spaces . Journal of Statistical Planning and Inference 79 : 179 – 191 .
   Google Scholar