Managing service facilities with endogenous arrival and service rates
Managing service facilities with endogenous arrival and service rates
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DOI：
10.1111/itor.12432
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发表时间：
2020-03
期刊：
影响因子：
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通讯作者：
C. A. D. Alvarez;A. Ackere;E. Larsen
中科院分区：
文献类型：
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作者：
C. A. D. Alvarez;A. Ackere;E. Larsen
我们进行了一个基于模拟的实验来分析过去的经验在服务设施系统中如何影响客户和服务提供商的行为。我们研究的问题所面临的服务提供商在decidingby多少调整他们的设施容量时，俘虏回头客选择哪个facilityjoin基于他们的预期逗留时间。顾客的决策过程不同于服务提供商的决策过程，前者是基于顾客的经验，而后者是基于服务提供商关于需求的最新信息。客户使用他们以前的experienceand他们的邻居，以更新他们的看法，未来的平均逗留时间，而服务提供商形成的看法，未来的到达率。我们使用元胞自动机来模拟客户和服务提供商之间的交互。我们进行模拟来评估客户和服务提供商的决策演变和影响系统行为的方式。我们的发现表明，我们研究的系统具有一定程度的路径依赖。主要结论是，服务提供商对新信息的态度越保守，他们获得的市场份额就越大，他们的设施关闭的可能性就越低。
We conduct a simulation-based experiment to analyze how past experiences in a service facility system affectcustomers’ and service providers’ behavior. We study the problem faced by service providers in decidingby how much to adjust the capacity of their facility when captive repeat customers choose which facilityto join based on their expected sojourn times. The customers’ decision-making process differs from that ofservice providers in that the former is based on the customers’ experience, whereas the latter is based on themost recent information service providers have regarding demand. Customers use their previous experienceand that of their neighbors to update their perceptions of the future average sojourn time, whereas serviceproviders form perceptions of the future arrival rate. We use cellular automata to model the interactionbetween customers and service providers. We perform simulations to assess the way the customers’ andservice providers’ decisions evolve and affect system behavior. Our findings demonstrate that the system westudy possesses a certain degree of path dependence. The primary conclusion is that the more conservativeservice providers are regarding new information, the larger the market share they achieve, and the lower theprobability that their facility will shut down.