The Impact of Scheduling and Bundling Flexibility on Sequence Effect-Based Schedules

Thompson, Gary M.; Dixon, Michael J.

doi:10.2139/ssrn.2244529

Cited by 3 publications

(2 citation statements)

References 60 publications

(35 reference statements)

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Thus, affect-based scheduling research investigates how service schedules can impact affective elements such as acclimation and memory decay (Das Gupta et al, 2016) and surprise and anticipation . Researchers have provided empirical evidence that a customer's evaluation of service and future purchasing behaviors (Dixon and Verma, 2013) can be influenced by affect-based scheduling efforts and that affect phenomena can be incorporated into large scale complex scheduling efforts (Dixon and Thompson, 2016;Dixon and Thompson, 2013). These models explicitly consider the success of the schedule in light of theoretic affect-inducing attributes (i.e., service designers should be able to leave customers with improved experiences by using behavioral principles…”

Section: Affect-based Service Schedulingmentioning

confidence: 99%

Service operations: what’s next?

Victorino

Buell³

et al. 2018

JOSM

Self Cite

103

View full text Add to dashboard Cite

Purpose-The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel. By offering a good number of such research questions, we provide a broad range of ideas to spur conceptual and empirical research related to service operations. As a result, we hope to encourage the continued creation of deep knowledge within the field, as well as collaborative research across disciplines that develop and incorporate insights from service operations. Design/methodology/approach-Based on a Delphi study, described in the companion article, "Service Operations: What Have We Learned?," the panel identified eight key research themes in service operations where leading-edge research is being done or has yet to be done (Victorino, et al., 2018). In this article, we select three or four topics within each theme and propose multiple questions for each topic to guide research efforts. The topics and questions, while wide-ranging, are representative of the many ongoing research opportunities related to service operations. Findings-The field of service operations has many interesting research topics and questions that are largely unexplored. Furthermore, these research areas are not only increasingly integrative across multiple themes within operations but often transcend functional disciplines. This creates opportunities for ever more impactful research with a greater reach throughout the service system and suggests that service researchers, regardless of functional affiliation, can contribute to the ongoing conversation on the role of service operations in value creation. Originality/value-We leverage the collective knowledge of the JOSM Service Operations Expert Research Panel to elaborate on the research themes generated from the Delphi study and put forward novel questions for future study. Recognizing that the number of potential research questions is virtually unlimited, we also provide summary questions by theme and topic. These questions represent a synopsis of the individual questions and can serve as a quick reference guide for researchers interested in pursuing new directions in conceptual and empirical research in service operations. This summary also serves as a framework to facilitate the formulation of additional research topics and questions.

show abstract

Section: Affect-based Service Schedulingmentioning

confidence: 99%

Service operations: what’s next?

Victorino

Buell³

et al. 2018

JOSM

Self Cite

103

View full text Add to dashboard Cite

show abstract

“…U-shaped sequences of activities appear in many experiences, such as concerts ), concertos (Rozin et al 2004), opera season scheduling (Dixon and Thompson 2013a), movies and theme parks (Lawrence 2006). U-shaped sequences turn out to be also optimal in consumption planning in the presence of either acclimation (Wathieu 1997) or satiation (Baucells and Sarin 2010).…”

Section: Variable Sequence and Fixed Duration (Vsfd)mentioning

confidence: 99%

The Design of Experiential Services with Acclimation and Memory Decay: Optimal Sequence and Duration

2016

View full text Add to dashboard Cite

For many consumer-intensive (B2C) services, delivering memorable customer experiences is a source of competitive advantage. Yet, there are few guidelines available for designing service encounters with a focus on customer satisfaction. In this paper, we show how experiential services should be sequenced and timed to maximize satisfaction of customers who are subject to memory decay and acclimation. We find that memory decay favors positioning the highest service level near the end, whereas acclimation favors maximizing the gradient of service level. Together, they maximize the gradient of service level near the end. Although memory decay and acclimation lead to the same design individually, they can act as opposing forces when considered jointly. Overall, our analysis suggests that short experiences should have activities scheduled as a crescendo and duration allocated primarily to the activities with the highest service levels, whereas long experiences should have activities scheduled in a U-shaped fashion and duration allocated primarily to activities with the lowest service level so as to ensure a steep gradient at the end.

show abstract

Customer Experience and Service Design

Karmarkar

2014

Managing Consumer Services

View full text Add to dashboard Cite

The Impact of Scheduling and Bundling Flexibility on Sequence Effect-Based Schedules

Cited by 3 publications

References 60 publications

Service operations: what’s next?

Service operations: what’s next?

The Design of Experiential Services with Acclimation and Memory Decay: Optimal Sequence and Duration

Customer Experience and Service Design

Contact Info

Product

Resources

About