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.
Dixon, M. J., & Thompson, G. M. (2015). Bundling and scheduling service packages with customer behavior: Model and heuristic [Electronic version]. Retrieved [insert date], from Cornell University, SHA School site: https://scholarship.sha.cornell.edu/articles/1166