TY - GEN
T1 - Modeling human behavior in customer-based processes
T2 - 2011 Winter Simulation Conference, WSC 2011
AU - Kokkinou, Alinda
AU - Cranage, David A.
N1 - Copyright:
Copyright 2012 Elsevier B.V., All rights reserved.
PY - 2011
Y1 - 2011
N2 - Due to the complex and relatively unpredictable nature of human behavior, customer service-based processes such as those featured in call centers, restaurants, and hotels can be challenging to model. The present study provides an example of using established theories of customer behavior, in combination with primary data collection, in a time and cost efficient way to model customer decision-making in a particular situation. The context of the study is a hotel check-in process manned by three service employees to which management would like to add a self-service check-in alternative, in order to reduce waiting times. In order to model how customers choose between using the service employee and using the self-service technology, a crucial component of the simulation model, scenario-based surveys are used to supplement existing theories. The simulation study is briefly described and the advantages of this approach are discussed.
AB - Due to the complex and relatively unpredictable nature of human behavior, customer service-based processes such as those featured in call centers, restaurants, and hotels can be challenging to model. The present study provides an example of using established theories of customer behavior, in combination with primary data collection, in a time and cost efficient way to model customer decision-making in a particular situation. The context of the study is a hotel check-in process manned by three service employees to which management would like to add a self-service check-in alternative, in order to reduce waiting times. In order to model how customers choose between using the service employee and using the self-service technology, a crucial component of the simulation model, scenario-based surveys are used to supplement existing theories. The simulation study is briefly described and the advantages of this approach are discussed.
UR - http://www.scopus.com/inward/record.url?scp=84858049712&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84858049712&partnerID=8YFLogxK
U2 - 10.1109/WSC.2011.6147796
DO - 10.1109/WSC.2011.6147796
M3 - Conference contribution
AN - SCOPUS:84858049712
SN - 9781457721083
T3 - Proceedings - Winter Simulation Conference
SP - 683
EP - 689
BT - Proceedings of the 2011 Winter Simulation Conference, WSC 2011
Y2 - 11 December 2011 through 14 December 2011
ER -