Adapted water wave optimization for integrated bank customer service representative scheduling

Xueqin Lu, Chenxin Wu, Xuhua Yang, Minxia Zhang and Yujun Zheng

International Journal of Production Research, 2023, vol. 61, issue 1, 320-335

Abstract: In modern banks, establishing efficient and quality customer services plays a crucial role to achieve the business success. There are a large number of customers to be served daily; however, required service resources (in particular, customer service representatives) can be rather limited. Therefore, customer service representative scheduling is a challenging problem for bank managers. In the present paper, we focus on a customer service representative scheduling problem considering the stochastic customer arrival time and service duration to minimise the total cost including two parts: (i) the loss concerning the customer waiting and (ii) cost of providing service representatives. We formulate this scheduling problem as an integer programming problem and employ an adapted water wave optimization (WWO) algorithm to solve this problem efficiently. We adapt the propagation and refraction operators of WWO according to the solution space of this problem. The results of the conducted computational experiments demonstrate that the adapted WWO algorithm outperforms the considered state-of-the-art evolutionary algorithms in solving a set of test instances.

Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/00207543.2021.1942284 (text/html)
Access to full text is restricted to subscribers.

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:taf:tprsxx:v:61:y:2023:i:1:p:320-335

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/TPRS20

DOI: 10.1080/00207543.2021.1942284

Access Statistics for this article

International Journal of Production Research is currently edited by Professor A. Dolgui

More articles in International Journal of Production Research from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().