Bundling and Scheduling Service Packages with Customer Behavior: Model and Heuristic

• 成果类型: Article
• 署名作者: Dixon, Michael J.; Thompson, Gary M.
• 署名单位: Western University (University of Western Ontario); Cornell University
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• DOI: 10.1111/poms.12409
• 发表日期: 2016
• 页码: 36-55
• 关键词: Service Scheduling; sequence effects; behavioral operations; Service Design; social pyschology

摘要

Past researchers have found evidence that customers consider the sequence of event utility when evaluating past and future service experiences. Specifically, the evidence confirms that the placement of a peak event, the utility of the last event, and the slope of event utility over time all affect customer behavior and perception. We formulate an optimization problem with a focus on optimizing schedule sequence characteristics in order to maximize customer experiences. We discuss possible contexts in which this type of scheduling might be considered and, as an example, present a particularly complex model of a world-renowned performing arts venue. We solve the problem with a simulated annealing algorithm and further discuss the complexity and opportunities associated with this type of scheduling effort.