Using strategic idleness to improve customer service experience in service networks

• Main Authors: Baron, Opher, Berman, Oded, Krass, Dmitry, Wang, Jianfu
• Other Authors: Nanyang Business School
• Format: Article
• Language: English
• Published: 2015
• Subjects: DRNTU::Business::Operations management
• Online Access: https://hdl.handle.net/10356/106738; http://hdl.handle.net/10220/25077
• Institution: Nanyang Technological University

The most common measure of waiting time is the overall expected waiting time for service. However, in service networks the perception of waiting may also depend on how it is distributed among different stations. Therefore, reducing the probability of a long wait at any station may be important in im...