Estimating the Implied Value of the Customer's Waiting Time
Lawrence W. Robinson () and
Rachel R. Chen ()
Additional contact information Lawrence W. Robinson: Johnson Graduate School of Management, Cornell University, Ithaca, New York 14853
Rachel R. Chen: Graduate School of Management, University of California, Davis, Davis, California 95616
Almost all research in appointment scheduling has focused on the trade-off between customer waiting times and server idle times. In this paper, we present an observation-based method for estimating the relative cost of the customer waiting time, which is a critical parameter for finding the optimal appointment schedule.