Publication Date

2015

Abstract

Past researchers have found evidence that customers consider the sequence of event utility when evaluating past and future service experiences. Specifically, the evidence confirms that the placement of a peak event, the utility of the last event, and the slope of event utility over time all affect customer behavior and perception. We formulate an optimization problem with a focus on optimizing schedule sequence 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 effort.

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Required Publisher Statement:
© Wiley. Reprinted with permission. All rights reserved. Final version published as: Dixon, M. J., & Thompson, G. M. (2015). Bundling and scheduling service packages with customer behavior: Model and heuristic. Production and Operations Management, 25(1), 105-118. doi: 10.1111/poms.12409

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