A cumulative sum (CUSUM) control chart is one of the most popular methods used to detect a process mean shift. When one specific size of the mean shift is assumed, the CUSUM chart can be optimally designed in terms of average run length (ARL). In practice, however, the size of the mean shift is usually unknown, and the CUSUM chart can perform poorly when the actual size of the mean shift is significantly different from the assumed size. In this paper, we assign a probability distribution to the size of the mean shift to represent its lack of knowledge. We use an ARL-based performance measure, called expected weighted run length (EWRL), and propose a method to optimally design a CUSUM chart based on EWRL. This method can be easily extended to other CUSUM-based control charts, such as weighted CUSUM and multi-CUSUM charts proposed in the literature. The numerical results show that the CUSUM or the CUSUM-based chart can be improved by our proposed method in terms of EWRL.
Purpose The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality. Design/methodology/approach The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. The survey was intended to examine how well the hotel employees emotionally handle hotel guests’ incidents or inquiries related to any discomforts through personalized attention. The data were collected from 330 hotel guests who had actually complained about service failures while staying at the hotel during the record-breaking summer of 2013 in terms of number of visitors to Jeju. An active empathetic listening (AEL) tool has been taken to measure the hotel guest’s cognitive views and behavioral intentions, as well as emotional empathy measures under the empathic concern and emotional contagion. Findings The results revealed that empathetic dimensions strongly influenced the service experiences of hotel guests. While the emotional service experience of business guests was almost completely determined by the cognitive empathy, the emotional service experience of the leisure guests was mainly governed by the emotional empathy. Practical implications These outcomes suggest that the empathetic services through a “purpose of visit”-oriented manner might enhance the guest’s overall emotion positively. Originality/value According to the prior literatures and empirical findings in hospitality and tourism, empathy can be seen as subscale in SERVQUAL instrument. This paper focus on insights of empathy dimensions, and it was revealed that the interaction of both the cognitive and emotional dimensions of empathy conjointly determines the overall emotional service experience and intention of hotel guests.
Patient appointment scheduling (AS) in outpatient clinics is a widely studied subject and plays an important role in facilitating the efficient use of clinical resources and patients' timely access to quality care. This paper considers two AS systems: open access (OA) and overbooking (OB). Clinics make strategic decisions on selecting an AS system and then make tactical decisions on the efficient or optimal use of the system based on the selection. This study proposes some guidelines for the strategic choice of an AS system. For this purpose, we conduct a discrete-event simulation to compare the two AS systems under various environments. We employ four performance measures for the comparison: overtime work, the proportion of unmet demand, in-clinic waiting times, and the use of appointment time slots. For the analysis, we devise an integrated measure representing a linear combination of the four measures. We divide the analysis into two phases. In the first phase, well-performed OA and OB policies are separately identified, and in the second phase, the two scheduling systems with the identified policies are compared. We find overbooking is more robust to various clinic environments and performs better than open access in general. Along with that result, we additionally suggest some rules for determining best open access and overbooking policies.
This work proposes a new method for approximating the Pareto front of a multi-objective simulation optimization problem (MOP) where the explicit forms of the objective functions are not available. The method iteratively approximates each objective function using a metamodeling scheme and employs a weighted sum method to convert the MOP into a set of single objective optimization problems. The weight on each single objective function is adaptively determined by accessing newly introduced points at the current iteration and the non-dominated points so far. A trust region algorithm is applied to the single objective problems to search for the points on the Pareto front. The numerical results show that the proposed algorithm efficiently generates evenly distributed points for various types of Pareto fronts.
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