Approximations for the waiting-time distribution in an (Formula presented.) priority queue

A. Al Hanbali*, E. M. Alvarez, M. C. van der Heijden

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

7 Scopus citations


We investigate the use of priority mechanisms when assigning service engineers to customers as a tool for service differentiation. To this end, we analyze a non-preemptive (Formula presented.) priority queue with various customer classes. For this queue, we present various accurate and fast methods to estimate the first two moments of the waiting time per class given that all servers are occupied. These waiting time moments allow us to approximate the overall waiting time distribution per class. We subsequently apply these methods to real-life data in a case study.

Original languageEnglish
Pages (from-to)529-552
Number of pages24
JournalOR Spectrum
Issue number2
StatePublished - Mar 2015
Externally publishedYes

Bibliographical note

Publisher Copyright:
© 2015, The Author(s).


  • (Formula presented.) queue
  • Priority queues
  • Service differentiation
  • Service-level agreements
  • Waiting time moments

ASJC Scopus subject areas

  • Management Science and Operations Research


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