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dc.contributor.authorDixon, Michael J.
dc.contributor.authorThompson, Gary
dc.date.accessioned2020-09-12T21:03:37Z
dc.date.available2020-09-12T21:03:37Z
dc.date.issued2015-01-01
dc.identifier.other12735548
dc.identifier.urihttps://hdl.handle.net/1813/71599
dc.description.abstractPast 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.
dc.language.isoen_US
dc.rightsRequired Publisher Statement: © Wiley. Reprinted with permission. All rights reserved. Final version published as: Dixon, M. J., & Thompson, G. M. (2015). Bundling and scheduling service packages with customer behavior: Model and heuristic. Production and Operations Management, 25(1), 105-118. doi: 10.1111/poms.12409
dc.subjectcustomer behavior
dc.subjectcustomer perception
dc.subjectservice scheduling
dc.subjectsequence effect based scheduling
dc.titleBundling and Scheduling Service Packages with Customer Behavior: Model and Heuristic
dc.typearticle
dc.relation.doihttps://doi.org/10.1111/poms.12409
dc.description.legacydownloadsThompson1.pdf: 110 downloads, before Aug. 1, 2020.
local.authorAffiliationDixon, Michael J.: mjd295@cornell.edu Cornell University
local.authorAffiliationThompson, Gary: gmt1@cornell.edu Cornell University School of Hotel Administration


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