Scheduling as a Service Design Principle: Sequence-Effect-Based Scheduling
Abstract
Recently researchers have found evidence that customers use gestalt characteristics when evaluating past
and future service bundles. Speci cally, the evidence con rms that the placement of a peak event, the utility
of the last event, and the slope of event utility over time impacts customer behavior and perception. This
paper introduces a new scheduling paradigm with a focus on optimizing gestalt characteristics in order to
maximize customer experiences. We discuss possible contexts in which this type of scheduling might be
considered and, as an example, present a particularly complex model of a world-renowned performing arts
venue. We solve the problem with a simulated annealing algorithm and further discuss the complexity and
opportunities associated with this type of scheduling e ort.
Description
SSRN-id2206479
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