Estimating the Implied Value of the Customer's Waiting Time

• 成果类型: Article
• 署名作者: Robinson, Lawrence W.; Chen, Rachel R.
• 署名单位: Cornell University; University of California System; University of California Davis
• 刊物名称: M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1523-4614
• DOI: 10.1287/msom.1100.0304
• 发表日期: 2011
• 页码: 53-57
• 关键词: health-care management; service operations

摘要

Almost all research in appointment scheduling has focused on the trade-off between customer waiting times and server idle times. In this paper, we present an observation-based method for estimating the relative cost of the customer waiting time, which is a critical parameter for finding the optimal appointment schedule.