Analysis of Service Execution in the On-line Sports Gambling Industry

James Roche, Pezhman Ghadimi and Vincent Hargaden ()
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James Roche: University College Dublin
Pezhman Ghadimi: University College Dublin
Vincent Hargaden: University College Dublin

A chapter in Advances in Service Science, 2019, pp 169-180 from Springer

Abstract: Abstract The on-line sports gambling industry has experienced significant growth in the last decade as well as a high-level of merger and acquisition activity among the leading multi-national companies that make up the sector. The companies in this sector also exhibit some of the unique challenges in on-line service supply chain management, including co-production process design, demand variability and resource utilization. Our research focuses on the post-merger service process design of one of these multi-national sports gambling organizations, particularly, on the efficient use of human resources within one of its service offerings (betting on soccer matches). Using discrete event simulation, a baseline model was developed to capture the “as-is” service process. The analysis identified number of bottlenecks, long queue times and capacity utilization issues. A revised “to-be” process was designed and when implemented, resulted in an increase of fourteen percent in overall utilization as well as removing variability in employee workload across the seven-day week.

Keywords: On-line sports gambling; Service supply chain management; Discrete event simulation (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-030-04726-9_17

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DOI: 10.1007/978-3-030-04726-9_17

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