17. The notation M/M/1 describes a two-channel model with Poisson arrivals and exponential service times:

True

False

18. The psychology of waiting is as important as the mathematics of waiting lines:

True

False

19. Customers who leave a queue are "balking":

False

True

20. Managers have a number of very good reasons to be concerned with waiting lines. Which of the following are these concerns?

none of these

a possible loss of goodwill

the possible loss of business should customers balk or reneg

the cost to provide waiting space

all of these

a possible loss of customer satisfaction

21. The main characteristics of waiting lines are:

service rates

population source (finite or infinite)

queue discipline

number of servers (channels)

all of these

patterns of arrivals

none of these