Estimating the Implied Value of the Customer's Waiting Time.
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Type of WorkText
DepartmentInformation System & Decision Science
ProgramInformation System & Decision Science
Citation of Original PublicationRobinson, L. & Chen, R. (2011). Estimating the Implied Value of the Customer's Waiting Time. Manufacturing & Service Operations Management, 13(1), 53-57. https://doi.org/10.1287/msom.1100.0304
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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.
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