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作者：Ingolfsson, Armann; Mandelbaum, Avishai; Schultz, Kenneth; Yom-Tov, Galit B.
作者单位：University of Alberta; Technion Israel Institute of Technology
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作者：Liu, Jiayi; Diwas, K. C.
作者单位：Virginia Polytechnic Institute & State University; Emory University
摘要：Patient no-shows for scheduled medical appointments are of great concern for many healthcare providers. In this paper, we tackle the no-show problem by applying insights from behavioral science. Specifically, we nudge patients into arriving for their scheduled appointment using text reminders of their upcoming visit. We conduct a field experiment at an outpatient specialty clinic, where we add to the standard message an additional line of text that indicates a potentially long wait for the nex...
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作者：Musalem, Andres; Olivares, Marcelo; Yung, Daniel
作者单位：Universidad de Chile
摘要：In many service industries, the speed of service and support by experienced employees are two major drivers of service quality. When demand for a service is variable and the staffing requirements cannot be adjusted quickly, choosing capacity levels requires making a tradeoff between service speed and operating costs, both of which depend on worker utilization. However, recent business models have enabled service systems to access a large pool of employees with flexible working hours that are c...
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作者：Niewoehner, Robert J., III; Diwas, K. C.; Staats, Bradley
作者单位：Indiana University System; Indiana University Bloomington; IU Kelley School of Business; Emory University; University of North Carolina; University of North Carolina Chapel Hill
摘要：Patient demand for emergency medical services continues to rise from all-time highs. Physicians generally respond to the rising demand by increasing the level of multitasking. What leads emergency department (ED) physicians to select which patients, and how many patients, to treat? Queuing models frequently assume individual servers operate independently of other servers. In contrast, we consider how familiarity between peer physicians affects patient selection and the chosen multitasking leve...
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作者：Feizi, Arshya; Carson, Anita; Jaeker, Jillian Berry; Baker, William Evan
作者单位：Harvard University; Boston University; University of Vermont; University of Vermont Medical Center
摘要：We study the behavior of batching by discretionary workers in the first stage of a two-stage queuing system and explore the trade-off it causes between their productivity and second stage wait times. Specifically, we focus on the behavior of batching admissions by emergency department (ED) physicians. Using data from a large hospital, we show that the probability of batching admissions is increasing in the hour of an ED physician's shift, and that batched patients experience a 4.7% longer dela...
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作者：Ding, Yichuan; Gupta, Diwakar; Tang, Xiaoxu
作者单位：McGill University; University of Texas System; University of Texas Austin; Wells Fargo Company
摘要：We study an appointment-based slotted-service queue with the goal of maximizing service volume. Returning customers prefer to be served by the same service agent as in their previous visit. This model captures aspects of a whole host of settings, including medical clinics, law firms, and tutoring services. We consider a simple strategy that a service provider may use to reduce balking among returning customers-designate some returning customers as high-priority customers. These customers are p...
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作者：Kremer, Mirko; de Vericourt, Francis
作者单位：Frankfurt School Finance & Management; European School of Management & Technology
摘要：To study the effect of congestion on the fundamental tradeoff between diagnostic accuracy and speed, we empirically test the predictions of a formal sequential testing model in a setting where the gathering of additional information can improve diagnostic accuracy but may also take time and increase congestion as a result. The efficient management of such systems requires a careful balance of congestion-sensitive stopping rules. These include diagnoses made based on very little or no diagnosti...
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作者：Gallino, Santiago; Karacaoglu, Nil; Moreno, Antonio
作者单位：University of Pennsylvania; University System of Ohio; Ohio State University; Harvard University
摘要：The impact of delays has been widely studied in various offline services. The focus of this study is online services, andwe explore the impact of in-process delays-measured by website speed-on customer behavior. We leverage novel retail and website speed data to investigate how delays impact online sales and how customer sensitivity to in-process delays varies across the different stages of a customer's shopping journey. We estimate sizable adverse effects of website slowdowns on online sales....
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作者：Wang, Zhongbin; Yang, Luyi; Cui, Shiliang; Ulku, Sezer; Zhou, Yong-Pin
作者单位：Tianjin University; University of California System; University of California Berkeley; Georgetown University; University of Washington; University of Washington Seattle
摘要：In customer-intensive services where service quality increases with service time, service providers commonly pool their agents and give performance bonuses that reward agents for achieving greater customer satisfaction and serving more customers. Conventional wisdom suggests that pooling agents reduce customer wait time while performance bonuses motivate agents to produce high-quality service, both of which should boost customer satisfaction. However, our queueing-game-theoretic analysis revea...
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作者：Hathaway, Brett A.; Kagan, Evgeny; Dada, Maqbool
作者单位：Johns Hopkins University
摘要：In many service encounters, frontline workers ( often referred to as gatekeepers) have the discretion to attempt to resolve a customer request or to transfer the customer to an expert service provider. Motivated by an incentive redesign at a call center of a midsize U.S.-based bank, we formulate and solve an analytical model of the gate-keeper's transfer response to different incentive schemes and congestion levels. We then test several model predictions experimentally. Our experiments show th...
