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Estimating the Implied Value of the Customer's Waiting Time

Lawrence W. Robinson () and Rachel R. Chen ()
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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

Manufacturing & Service Operations Management, 2011, vol. 13, issue 1, 53-57

Abstract: 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.

Keywords: health-care management; service operations (search for similar items in EconPapers)
Date: 2011
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Handle: RePEc:inm:ormsom:v:13:y:2011:i:1:p:53-57