Predicting delays in service operations

Fabian Schéele, Darek M. Haftor () and Natallia Pashkevich
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Fabian Schéele: Uppsala University
Darek M. Haftor: Uppsala University
Natallia Pashkevich: Södertörn University

Service Business, 2022, vol. 16, issue 2, No 1, 226 pages

Abstract: Abstract Delays constitute a key challenge in the management of service operations, causing substantial quality and cost issues. Delays in one service event can cause delays in another service event and so on, which creates challenges in the management of complex services. Assuming a lower-triangular matrix formalism, we develop a novel approach to modelling such chains of delays in complex service operations such as health care and software development. This approach can enable service managers to identify, understand, predict and control delays. Our research provides a novel theoretical contribution to the literature on service delays.

Keywords: Service event delay; Service queue; Time delay factor; Delay accumulation; Matrix modelling (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/s11628-021-00466-5

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