中文摘要：

以超负荷运作服务系统为研究对象，考虑顾客止步或中途放弃带来的损失．及顾客等待和被服务所带来的收益，以最大化期望收益为目标，研究如何在顾客到达时做出等待延迟通告决策．构建了基于顾客行为的服务运作系统等待延迟通告决策模型，分析各种情况下的最优解．并通过对各参数的敏感性分析得到一系列有意义的决策和管理建议．

英文摘要：

For the overloaded Service system, considering the loss of customer balking and reneging, and the benefits of customers waiting and be serviced, the service operational systems how to make the decision of delay announcement to maximize the expected revenue reach the customer service system. The paper constructs the delay announcements decision model for service operation system based on customer behavior and analyzes the optimal solution under each case and the sensitivity of each parameter, then gets a series of meaningful decision and management recommendations.