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Analysis of Service Execution in the On-line Sports Gambling Industry

In: Advances in Service Science

Author

Listed:
  • James Roche

    (University College Dublin)

  • Pezhman Ghadimi

    (University College Dublin)

  • Vincent Hargaden

    (University College Dublin)

Abstract

The on-line sports gambling industry has experienced significant growth in the last decade as well as a high-level of merger and acquisition activity among the leading multi-national companies that make up the sector. The companies in this sector also exhibit some of the unique challenges in on-line service supply chain management, including co-production process design, demand variability and resource utilization. Our research focuses on the post-merger service process design of one of these multi-national sports gambling organizations, particularly, on the efficient use of human resources within one of its service offerings (betting on soccer matches). Using discrete event simulation, a baseline model was developed to capture the “as-is” service process. The analysis identified number of bottlenecks, long queue times and capacity utilization issues. A revised “to-be” process was designed and when implemented, resulted in an increase of fourteen percent in overall utilization as well as removing variability in employee workload across the seven-day week.

Suggested Citation

  • James Roche & Pezhman Ghadimi & Vincent Hargaden, 2019. "Analysis of Service Execution in the On-line Sports Gambling Industry," Springer Proceedings in Business and Economics, in: Hui Yang & Robin Qiu (ed.), Advances in Service Science, pages 169-180, Springer.
    • Handle: RePEc:spr:prbchp:978-3-030-04726-9_17
    DOI: 10.1007/978-3-030-04726-9_17
    as

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