A psychological perspective on service segmentations models: the significance of accounting for consumers' perceptions of waiting and service
Article Abstract:
Traditional queueing research has often overlooked the psychological cost of waiting as experienced by customers who are forced to wait before being served. In this light, a study was conducted to determine how service should be distributed when it can be given in multiple separate segments and how this service should be scheduled. This study shows that consideration of the psychological costs of waiting can generate prescriptions that do not support the commonly accepted assumptions of queueing theorists obtained through the traditional approach. In addition, the study demonstrates that elements of the psychological costs of waiting can be incorporated into the analysis of queueing systems. Implications for service segmentation are discussed.
Publication Name: Management Science
Subject: Business, general
ISSN: 0025-1909
Year: 1995
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Optimal group maintenance policies with continuous and periodic inspections
Article Abstract:
The best group maintenance policies for a set of 'n' machines are considered. The machinery is subjected to stochastic breakdowns under continuous and regular inspections. It is shown that under very general conditions, a control limit policy reduces the expected per-unit cost over a long horizon, when expenses are incurred as a result of repair and production loss. It is also demonstrated how to explicitly calculate this control limit.
Publication Name: Management Science
Subject: Business, general
ISSN: 0025-1909
Year: 1987
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