Estimating the Implied Value of the Customer's Waiting Time
Lawrence W. Robinson, Rachel R. Chen
Manufacturing & Service Operations Management · 2011 · Volume 13 · Issue 1
Abstract
Almost all research in appointment scheduling has focused on the trade-off between customer waiting times and server idle times. In this paper, we present an observation-based method for estimating the relative cost of the customer waiting time, which is a critical parameter for finding the optimal appointment schedule.
Keywords
health-care management, service operations
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