Weariness and Loyalty Loss in Recurrent Service Models

Détails

ID Serval
serval:BIB_FABA2DDB85EA
Type
Actes de conférence (partie): contribution originale à la littérature scientifique, publiée à l'occasion de conférences scientifiques, dans un ouvrage de compte-rendu (proceedings), ou dans l'édition spéciale d'un journal reconnu (conference proceedings).
Collection
Publications
Titre
Weariness and Loyalty Loss in Recurrent Service Models
Titre de la conférence
Proceedings of MOSIM'08, 7th International Conference on Modelization and Simulation
Auteur(s)
Gallay O., Hongler M.-O.
Adresse
Paris, France
Statut éditorial
Publié
Date de publication
04/2008
Volume
2
Pages
1011-1018
Langue
anglais
Résumé
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
Mots-clé
Recurrent Services, Leisure and Hospitality, Loyalty Loss, History-Based Routing, Queueing Networks
Création de la notice
15/03/2017 16:39
Dernière modification de la notice
20/08/2019 17:26
Données d'usage