Bundling and Scheduling Service Packages with Customer Behavior: Model and Heuristic
Loading...
No Access Until
Permanent Link(s)
Collections
Other Titles
Authors
Abstract
Past 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 worldârenowned 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.
Journal / Series
Volume & Issue
Description
Sponsorship
Date Issued
2015-01-01
Publisher
Keywords
customer behavior; customer perception; service scheduling; sequence effect based scheduling
Location
Effective Date
Expiration Date
Sector
Employer
Union
Union Local
NAICS
Number of Workers
Committee Chair
Committee Co-Chair
Committee Member
Degree Discipline
Degree Name
Degree Level
Related Version
Related DOI
Related To
Related Part
Based on Related Item
Has Other Format(s)
Part of Related Item
Related To
Related Publication(s)
Link(s) to Related Publication(s)
References
Link(s) to Reference(s)
Previously Published As
Government Document
ISBN
ISMN
ISSN
Other Identifiers
Rights
Required Publisher Statement: Š 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
Rights URI
Types
article