Waiting time influence on customer repeated behaviour in chat service systems with staffing policy
文献类型:期刊论文
作者 | Liu, Ying2,3; Yu, Miao5; Zou T(邹涛)1,4 |
刊名 | International Journal of Computer Applications in Technology |
出版日期 | 2020 |
卷号 | 62期号:3页码:216-226 |
ISSN号 | 0952-8091 |
关键词 | behavioural queuing staffing chat service system customer satisfaction |
产权排序 | 3 |
英文摘要 | In this paper, we develop a behavioural queuing model with feedback for a chat service system, in which managers determine capacity sizing to maximise profit. We explicitly take into account customer repeated and queuing behaviour, which implies that the satisfied customers might return and have an impact on the arrival rate. For this case, customer satisfaction as perceived in terms of waiting time changes according to the capacity sizing. We define the staffing optimality of the chat service system as the number of agents maximising the profit, including the income from customers and the costs from agents. Using a numerical analysis, we make certain comparisons with the traditional models that do not consider repeated customer behaviour. Furthermore, we indicate how managers allocate the optimal staffing with various customer behaviour mechanisms. |
语种 | 英语 |
源URL | [http://ir.sia.cn/handle/173321/26746] |
专题 | 沈阳自动化研究所_工业控制网络与系统研究室 |
通讯作者 | Zou T(邹涛) |
作者单位 | 1.State Key Laboratory of Robotics, Shenyang Institute of Automation, Chinese Academy of Sciences, Shenyang 110016, China 2.School of Management, Shenyang Urban Construction University, Shenyang, Liaoning, China 3.School of Business Administration, Northeastern University, Shenyang, Liaoning, China 4.Institutes for Robotics and Intelligent Manufacturing, Chinese Academy of Sciences, Shenyang 110016, China 5.School of Management, Shenyang Jianzhu University, Shenyang, Liaoning, China |
推荐引用方式 GB/T 7714 | Liu, Ying,Yu, Miao,Zou T. Waiting time influence on customer repeated behaviour in chat service systems with staffing policy[J]. International Journal of Computer Applications in Technology,2020,62(3):216-226. |
APA | Liu, Ying,Yu, Miao,&Zou T.(2020).Waiting time influence on customer repeated behaviour in chat service systems with staffing policy.International Journal of Computer Applications in Technology,62(3),216-226. |
MLA | Liu, Ying,et al."Waiting time influence on customer repeated behaviour in chat service systems with staffing policy".International Journal of Computer Applications in Technology 62.3(2020):216-226. |
入库方式: OAI收割
来源:沈阳自动化研究所
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