서울대학교 경영대학 생산서비스운영 전공에서 아래와 같이 연사 초청 세미나를 개최하고자 합니다. 

관심 있는 분들의 많은 참여를 부탁드립니다. 

Title: Wait Time Announcements to Optimize Customer Satisfaction

Abstract:

We develop a model to optimize the provision of queue-position information to waiting customers. A customer’s emotional response, and satisfaction with the wait, may be driven by loss aversion in expected waiting time and/or by disutility due to wait-time uncertainty (we call this latter effect ‘uncertainty awareness’). We consider a class of announcement strategies characterized by frequency of updates between two announcements one upon arrival and the other upon entering service. We control the frequency by the number of queue-position advancements needed to hear the next announcement and optimize it. We find that when customers are purely loss-averse, a strategy that never provides intermediate updates (arrival-only) is optimal while with purely uncertainty-aware customers, a strategy that updates customers with every single step (full information) is optimal. For customers affected by both loss aversion and uncertainty, there is an interior solution and the degree of customer satisfaction improvement (relative to the arrival-only and full information) becomes more substantial as the system becomes more loaded.

담당 조교: 전현주 (jeon.h@snu.ac.kr)
참석 가능 대상: 전공불문 학부생 및 대학원생 누구나 (사전 신청 불필요)