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基于银行服务系统的不耐烦行为

  

  1. (上海理工大学 管理学院，上海 200093)
  • 出版日期:2015-12-31 发布日期:2016-03-24
  • 作者简介:黄海洋（1990-），男，河南省人，硕士研究生，主要研究方向为生产与运作管理.
  • 基金资助:

    国家自然科学基金资助项目(71271138); 上海市一流学科资助项目（S1201YLXK）； 沪江基金资助项目（A14006）；上海理工大学人文社科攀登计划资助项目(14XPB01)

Impatient Behavior Research Based on the Service System of Banks

  1. Business School, University of Shanghai for Science and Technology, Shanghai 200093, China
  • Online:2015-12-31 Published:2016-03-24

摘要：

针对已有的顾客排队行为决策模型未考虑服务机构对顾客不耐烦行为的干预，从服务机构提供的额外服务增加顾客收益的角度出发，提出了新的决策模型。进一步研究了在该模型条件下的M/M/1排队系统的服务能力补充策略，构建基于服务台利用率的评价函数，计算得出开启备用服务台的最优策略。仿真结果表明，开启备用服务台后，顾客的止步概率降低，排队人数维持在较低且稳健的水平。

关键词: 不耐烦行为, 服务系统, 系统优化

Abstract:

Aiming at the existing customer queuing behavior decision model not considering the intervention of service agencies into customers impatient behavior, from the view of service agencies providing additional services to increase customer revenue, a new decision model is put forward. The M/M/1 queue system service ability complement strategy under the model is studied, constructing evaluation function based on the reception desk utilization, calculating the optimal strategy of opening backup service desk. The simulation results show that with open backup service, customers stop probability is reduced and the queuing number stays at a low and stable level.

Key words: impatient behavior, service system, system optimization