Using strategic idleness to improve customer service experience in service networks

DOI10.1287/OPRE.2013.1236zbMATH Open1291.90062OpenAlexW2142721553MaRDI QIDQ5166304FDOQ5166304

Authors: Opher Baron, Dmitry Krass, Jianfu Wang, Oded Berman 

Publication date: 26 June 2014

Published in: Operations Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1287/opre.2013.1236

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zbMATH Keywords

threshold-based policyservice networkcustomer service experiencestrategic idleness

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Stochastic network models in operations research (90B15)

Cited In (4)

• Dynamic policy for idling time preservation
• Improving efficiency of service systems by performing a part of the service without the customer's presence
• Business analytics in service operations—Lessons from healthcare operations
• On patient flow in hospitals: a data-based queueing-science perspective

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