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They show that the average waiting time can be reduced through strategically allocating the rates of service and retrial times without needing additional service capacity. Counter to the intuition that higher service variability usually yields a larger delay, the authors show that the benefits of this simultaneous service-and-retrial differentiation (SSRD) policy outweigh the impact of the increased service variability. To validate the effectiveness of the new SSRD policy, the authors provide (i) conditions under which SSRD is more beneficial, (ii) closed-form expressions of the optimal policy, (iii) asymptotic reduction of customer delays when the system is in heavy traffic, and (iv) insightful observations\/discussions and numerical results. <\/jats:p>","DOI":"10.1287\/opre.2019.1933","type":"journal-article","created":{"date-parts":[[2020,9,18]],"date-time":"2020-09-18T13:14:08Z","timestamp":1600434848000},"page":"1648-1667","source":"Crossref","is-referenced-by-count":7,"title":["Reducing Delay in Retrial Queues by Simultaneously Differentiating Service and Retrial Rates"],"prefix":"10.1287","volume":"68","author":[{"ORCID":"https:\/\/summer-heart-0930.chufeiyun1688.workers.dev:443\/https\/orcid.org\/0000-0003-4946-2719","authenticated-orcid":false,"given":"Jinting","family":"Wang","sequence":"first","affiliation":[{"name":"School of Management Science and Engineering, Central University of Finance and Economics, Beijing 100081, China;"}]},{"ORCID":"https:\/\/summer-heart-0930.chufeiyun1688.workers.dev:443\/https\/orcid.org\/0000-0002-1154-5861","authenticated-orcid":false,"given":"Zhongbin","family":"Wang","sequence":"additional","affiliation":[{"name":"Business School, Nankai University, Tianjin 300071, China;"},{"name":"Department of Mathematics, Beijing Jiaotong University, Beijing 100044, China;"}]},{"ORCID":"https:\/\/summer-heart-0930.chufeiyun1688.workers.dev:443\/https\/orcid.org\/0000-0001-9961-2610","authenticated-orcid":false,"given":"Yunan","family":"Liu","sequence":"additional","affiliation":[{"name":"Department of Industrial and Systems Engineering, North Carolina State University, Raleigh, North Carolina 27695"}]}],"member":"109","reference":[{"key":"B1","doi-asserted-by":"publisher","DOI":"10.1007\/s11134-010-9192-z"},{"key":"B2","doi-asserted-by":"crossref","unstructured":"Aissani A, Phung-Duc T (2015) Optimal analysis for M\/G\/1 retrial queue with two-way communication. 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