Weariness and Loyalty Loss in Recurrent Service Models

Details

Serval ID
serval:BIB_FABA2DDB85EA
Type
Inproceedings: an article in a conference proceedings.
Collection
Publications
Title
Weariness and Loyalty Loss in Recurrent Service Models
Title of the conference
Proceedings of MOSIM'08, 7th International Conference on Modelization and Simulation
Author(s)
Gallay O., Hongler M.-O.
Address
Paris, France
Publication state
Published
Issued date
04/2008
Volume
2
Pages
1011-1018
Language
english
Abstract
For recurrent service providers (fast-food, entertainment, medical care,...), retaining loyal customers is obviously a key issue. The customers' loyalty essentially depends on their service satisfaction defined via an ad-hoc utility function. Among several criteria, the utility function strongly depends on the past perceived waiting time. Moreover, the patience that customers consent to allow in waiting does often decrease as a function of the successive utilizations of the service (i.e. weariness). We propose here an idealized queueing model in which the customers' loyalty is determined only by the individual experience gained during the successive visits to a service (i.e. the waiting time and the number of services yet recieved). For regimes where the law of large numbers holds, a deterministic approach enables to analytically discuss the resulting multi-agent dynamics governing the customers' flows. One is able, in particular, to fully calculate, analytically, the characteristics of the emerging complex patterns (i.e. here structured temporal oscillations) which are observed to be strongly structurally stable
Keywords
Recurrent Services, Leisure and Hospitality, Loyalty Loss, History-Based Routing, Queueing Networks
Create date
15/03/2017 16:39
Last modification date
15/08/2018 15:54
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