作者：Li, Wenhao; Sun, Zhankun; Hong, L. Jeff
作者单位：City University of Hong Kong; Fudan University
摘要：Upon arrival at emergency departments (EDs), patients are classified into different triage levels indicating their urgency. Using data from a large hospital in Canada, we find that, within the same triage level, the average waiting time (time from triage to initial assessment by a physician) of patients who are discharged is shorter than that of patients who are admitted for middle- and low-acuity patients, suggesting that the order in which patients are served deviates from first-come, first-...
作者：Bachmat, Eitan; Erland, Sveinung; Jaehn, Florian; Neumann, Simone
作者单位：Ben-Gurion University of the Negev; Simons Foundation; Western Norway University of Applied Sciences; Helmut Schmidt University
摘要：Managerial optimization challenges in service industries often entail the need to ensure customer satisfaction. For example, in airplane boarding, the boarding time should be minimized, but to ensure customer satisfaction, the process must not be too stressful for passengers. However, many authors assume that total boarding time minimization and customer satisfaction are complementary goals, even though there is little empirical knowledge on the topic. We challenge this assumption and contend ...
