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.