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中文摘要：
目前许多搜索引擎都是使用基于关键词查询的检索算法和技术,返回的页面数量成千上万。而且其中包含无效的死链接,顾客需要花费大量时间和精力进行浏览筛选有用信息,筛选过程中产生不耐烦情绪,从而转换关键词进行重新搜索。针对搜索引擎的服务即时性特点,把顾客因不耐烦进行重试的次数抽象成虚拟顾客,无效的死链接看成负顾客,对一个顾客到达服务台引起的系统忙期进行研究。
英文摘要：
According to the. key word to search the information many search engine which the customer is need it, and returned a lot of information to customer. Moreover the invalid link is contained. The customer needs to cost a great deal of time and energy to search the useful information, and producing impatient motion in the process . They will re-searching with new keyword. Because of this characters about search engine, retrial times as virtual customers is considered, invalid link as negative customers, and research one customer arrival at system.
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