Managing capacity at a service facility: An experimental approach

Détails

ID Serval
serval:BIB_1F73636BD2E9
Type
Article: article d'un périodique ou d'un magazine.
Collection
Publications
Institution
Titre
Managing capacity at a service facility: An experimental approach
Périodique
European Journal of Operational Research
Auteur(s)
Delgado-Alvarez C.A., van Ackere A., Larsen E.R., Arango-Aramburo S.
ISSN
0377-2217
Statut éditorial
Publié
Date de publication
05/2017
Peer-reviewed
Oui
Volume
259
Numéro
1
Pages
216-228
Langue
anglais
Résumé
Most research in queuing has focused on the optimisation of performance and equilibrium analysis, with little attention to the understanding of how managers actually make decisions. In this paper, we use an experimental set-up to investigate the decision-making process in a queuing capacity expansion problem, in the presence of capacity adjustment delays. The experiment represents a queuing system with one facility and virtual customers who decide whether or not to patronise the facility. Subjects play the role of facility managers who adjust the facility's service capacity to maximise profits. We analyse the actions of the manager to provide new insights into how their behaviour affects the evolution and success of the service system. Our results identify three types of managers: incremental, lumpy and reactive investors, and indicate that these groups use different decision rules. The first group achieved the best performance, and the last group the worst. While managers’ decisions are influenced by the backlog of work and the available service capacity, they do not correctly account for their past, but not-yet-implemented, decisions.
Mots-clé
Management Science and Operations Research, Modelling and Simulation, Information Systems and Management
Web of science
Création de la notice
19/12/2017 15:16
Dernière modification de la notice
20/08/2019 12:55
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