Dynamic Capacity Adjustments with Reactive Customers

Details

Serval ID
serval:BIB_31AB9FF296F6
Type
Article: article from journal or magazin.
Collection
Publications
Institution
Title
Dynamic Capacity Adjustments with Reactive Customers
Journal
Omega
Author(s)
van Ackere A., Haxholdt C., Larsen E.R.
ISSN
0305-0483
Publication state
Published
Issued date
08/2013
Peer-reviewed
Oui
Volume
41
Number
4
Pages
689-705
Language
english
Abstract
In this paper we develop a behavioural model in which customers come and go based on their perception of waiting time (relative to other facilities) while managers gradually adjust the capacity of the facility based on their perception of demand. We explicitly account for the difference in access to information between existing and potential customers, which implies that the perception of potential customers lags the perception of current customers. We investigate the outcome of the interaction between these simultaneous dynamic decision processes, and in particular the impact of the lags created by the perception formation process and the time to implement desired changes in capacity. These multiple delays may result in customers and service provider being out of step: customers walk away just as the service provider manages to bring extra capacity online.
Keywords
System dynamics, Behavioural queueing, Simulation, Capacity management
Web of science
Create date
20/11/2012 16:49
Last modification date
21/08/2019 5:17
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