A Markovian multi-server queuing model with retention of reneged customers and balking

In today's competitive world, customer's impatience has become a serious problem. Firms are employing a number of strategies to retain their customers. Recently, Kumar and Sharma (2013) studied a finite capacity, Markovian multi‐server queuing system which deals with the retention of reneged customers. The customer's impatience may occur in the form of balking also. In this paper, we extend the work of Kumar and Sharma (2013) by including balking to take into consideration the broader perspective of customer's impatience. The model is solved iteratively to obtain the steady‐state probabilities of system size. Some useful performance measures are derived, and the effect of the probability of retaining the reneged customers on various performance measures is studied numerically. Finally, some important queuing models are derived as special cases of this model.