Sustainable Integral Optimization of Service Queues: A Human-Centered Approach Using IAM and SMAA

Rafael Guillermo García-Cáceres (), Angel Gabriel Prado-Téllez and John Wilmer Escobar-Velásquez
Additional contact information
Rafael Guillermo García-Cáceres: School of Industrial Engineering, Universidad Pedagógica y Tecnológica de Colombia (UPTC), Sogamoso 152211, Colombia
Angel Gabriel Prado-Téllez: General Management Department, Colombia Campamentos y Construcciones, Carrera 17a # 113-28, Bogotá 110110, Colombia
John Wilmer Escobar-Velásquez: Department of Accounting and Finance, Universidad del Valle, Cali 760032, Colombia

Sustainability, 2025, vol. 17, issue 18, 1-25

Abstract: This paper contributes to queueing systems by introducing the concept of sustainable integral optimization, which integrates both quantitative and qualitative criteria, such as comfort, anxiety, and perceived service quality, into traditional performance metrics. We extend Kendall’s notation with a new element (G), focused on subjective sustainability indicators. The optimization process is conducted via the Integral Analysis Method (IAM), complemented by the SMAA framework for multicriteria decision-making. To demonstrate the applicability of the proposed approach, a case study in a high-end car dealership is developed. The goal is to address a persistent deficiency in queueing theory literature by incorporating human-centered sustainability principles, seeking a systemic balance between operational efficiency and user-oriented effectiveness in service delivery.

Keywords: queueing theory; IAM; SMAA; user-centered sustainability; perceived service quality (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.mdpi.com/2071-1050/17/18/8179/pdf (application/pdf)
https://www.mdpi.com/2071-1050/17/18/8179/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:17:y:2025:i:18:p:8179-:d:1747082

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().