IDEAS home Printed from https://ideas.repec.org/a/eee/jomega/v24y1996i6p689-703.html
   My bibliography  Save this article

A managerial assessment of the waiting-time performance for alternative service process designs

Author

Listed:
  • Sheu, C.
  • Babbar, S.

Abstract

The paper develops an analytical model and, by applying it to a set of service process design alternatives, demonstrates the potential impact of process design on customer waiting-time performance. In doing so, it provides managers with some general tools and insights they can use in choosing the better service process design, adapting to changes in demand, and evaluating the impact of new technology application to the service process. It makes a case for flexibility in designing service processes by demonstrating that optimality of a design can depend on system parameter values. The various applications of this model and research findings can serve as guidelines for managers to use in designing their service processes so as to better serve their customers.

Suggested Citation

  • Sheu, C. & Babbar, S., 1996. "A managerial assessment of the waiting-time performance for alternative service process designs," Omega, Elsevier, vol. 24(6), pages 689-703, December.
    • Handle: RePEc:eee:jomega:v:24:y:1996:i:6:p:689-703
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0305-0483(96)00035-7
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Paul J. Burke, 1956. "The Output of a Queuing System," Operations Research, INFORMS, vol. 4(6), pages 699-704, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wang, Haiyan & Olsen, Tava Lennon & Liu, Guiqing, 2018. "Service capacity competition with peak arrivals and delay sensitive customers," Omega, Elsevier, vol. 77(C), pages 80-95.
    2. Borges, Adilson & Herter, Márcia Maurer & Chebat, Jean-Charles, 2015. "“It was not that long!†: The effects of the in-store TV screen content and consumers emotions on consumer waiting perception," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 96-106.
    3. Luo, Wenhong & J. Liberatore, Matthew & L. Nydick, Robert & B. Chung, Q & Sloane, Elliot, 2004. "Impact of process change on customer perception of waiting time: a field study," Omega, Elsevier, vol. 32(1), pages 77-83, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Glynn, Peter W. & Wang, Rob J., 2023. "A heavy-traffic perspective on departure process variability," Stochastic Processes and their Applications, Elsevier, vol. 166(C).
    2. B. Krishna Kumar & S. Pavai Madheswari & S. Anantha Lakshmi, 2011. "Queuing system with state-dependent controlled batch arrivals and server under maintenance," TOP: An Official Journal of the Spanish Society of Statistics and Operations Research, Springer;Sociedad de Estadística e Investigación Operativa, vol. 19(2), pages 351-379, December.
    3. Opher Baron & Oded Berman & Dmitry Krass & Jianfu Wang, 2014. "Using Strategic Idleness to Improve Customer Service Experience in Service Networks," Operations Research, INFORMS, vol. 62(1), pages 123-140, February.
    4. Hideaki Takagi & Yuta Kanai & Kazuo Misue, 2017. "Queueing network model for obstetric patient flow in a hospital," Health Care Management Science, Springer, vol. 20(3), pages 433-451, September.
    5. Wu, Kan & Zhao, Ning, 2015. "Dependence among single stations in series and its applications in productivity improvement," European Journal of Operational Research, Elsevier, vol. 247(1), pages 245-258.
    6. Gautier, Pieter A., 2002. "Non-sequential search, screening externalities and the public good role of recruitment offices," Economic Modelling, Elsevier, vol. 19(2), pages 179-196, March.
    7. Moura, Fabio Rodrigues de & Paes, Nelson Leitão & Farias, Tácito Augusto, 2014. "O Impacto do Tempo de Pendência das Patentes na Trajetória de Crescimento: Uma Análise com Base no Modelo Schumpeteriano de Crescimento Endógeno com Avanço de Qualidade," Revista Brasileira de Economia - RBE, EPGE Brazilian School of Economics and Finance - FGV EPGE (Brazil), vol. 68(1), April.
    8. Hum, Sin-Hoon & Parlar, Mahmut & Zhou, Yun, 2018. "Measurement and optimization of responsiveness in supply chain networks with queueing structures," European Journal of Operational Research, Elsevier, vol. 264(1), pages 106-118.
    9. Xenophon Papaconstantinou & Dimitris Bertsimas, 1990. "Relations between the prearrival and postdeparture state probabilities and the fcfs waiting time distribution in the Ek/G/s queue," Naval Research Logistics (NRL), John Wiley & Sons, vol. 37(1), pages 135-149, February.
    10. Zhang, Changzhen & Yang, Jun & Wang, Ning, 2023. "Timely reliability modeling and evaluation of wireless sensor networks with adaptive N-policy sleep scheduling," Reliability Engineering and System Safety, Elsevier, vol. 235(C).
    11. Strahil Panev & Pero Latkoski, 2020. "Modeling of OpenFlow-related handover messages in mobile networks," Telecommunication Systems: Modelling, Analysis, Design and Management, Springer, vol. 75(3), pages 307-318, November.
    12. Kim, T.Y., 2018. "Improving warehouse responsiveness by job priority management," Econometric Institute Research Papers EI 2018-02, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
    13. Lee, Seung-Yup & Chinnam, Ratna Babu & Dalkiran, Evrim & Krupp, Seth & Nauss, Michael, 2021. "Proactive coordination of inpatient bed management to reduce emergency department patient boarding," International Journal of Production Economics, Elsevier, vol. 231(C).
    14. Bernd Heidergott & Warren Volk-Makarewicz, 2016. "A Measure-Valued Differentiation Approach to Sensitivities of Quantiles," Mathematics of Operations Research, INFORMS, vol. 41(1), pages 293-317, February.
    15. Kim, T.Y., 2018. "Improving warehouse responsiveness by job priority management," Econometric Institute Research Papers EI2018-02, Erasmus University Rotterdam, Erasmus School of Economics (ESE), Econometric Institute.
    16. Perez Becker, Nicole & Arts, Joachim & Reichardt, Sven & Lange, Anne, 2024. "Managing inventories of reusable containers for food take-away at a restaurant," International Journal of Production Economics, Elsevier, vol. 267(C).
    17. repec:fgv:epgrbe:v:68:n:1:a:6 is not listed on IDEAS
    18. Chaithanya Bandi & Dimitris Bertsimas & Nataly Youssef, 2015. "Robust Queueing Theory," Operations Research, INFORMS, vol. 63(3), pages 676-700, June.
    19. Betea, D. & Ferrari, P.L. & Occelli, A., 2022. "The half-space Airy stat process," Stochastic Processes and their Applications, Elsevier, vol. 146(C), pages 207-263.
    20. Takis Konstantopoulos, 2016. "A review of Burke’s theorem for Brownian motion," Queueing Systems: Theory and Applications, Springer, vol. 83(1), pages 1-12, June.
    21. Cree S. Dawson & Charles J. McCallum & R. Bradford Murphy & Eric Wolman, 2000. "Operations Research at Bell Laboratories Through the 1970s: Part I," Operations Research, INFORMS, vol. 48(2), pages 205-215, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jomega:v:24:y:1996:i:6:p:689-703. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/375/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.