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Estimating the Implied Value of the Customer’s Waiting Time
Manufacturing & Service Operations Management, 2011

Feb 1, 2011 Rachel Chen Operations Management

Almost all research in appointment scheduling has focused on the trade-off between customer waiting times and server idle times. In this paper, Associate Professor Rachel Chen and co-author Lawrence W. Robinson of Cornell University present an observation-based method for estimating the relative cost of the customer waiting time, which is a critical parameter for finding the optimal appointment schedule.

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