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：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...
