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Sustainable Integral Optimization of Service Queues: A Human-Centered Approach Using IAM and SMAA

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  • Rafael Guillermo García-Cáceres

    (School of Industrial Engineering, Universidad Pedagógica y Tecnológica de Colombia (UPTC), Sogamoso 152211, Colombia)

  • Angel Gabriel Prado-Téllez

    (General Management Department, Colombia Campamentos y Construcciones, Carrera 17a # 113-28, Bogotá 110110, Colombia)

  • John Wilmer Escobar-Velásquez

    (Department of Accounting and Finance, Universidad del Valle, Cali 760032, Colombia)

Abstract

This paper contributes to queueing systems by introducing the concept of sustainable integral optimization, which integrates both quantitative and qualitative criteria, such as comfort, anxiety, and perceived service quality, into traditional performance metrics. We extend Kendall’s notation with a new element (G), focused on subjective sustainability indicators. The optimization process is conducted via the Integral Analysis Method (IAM), complemented by the SMAA framework for multicriteria decision-making. To demonstrate the applicability of the proposed approach, a case study in a high-end car dealership is developed. The goal is to address a persistent deficiency in queueing theory literature by incorporating human-centered sustainability principles, seeking a systemic balance between operational efficiency and user-oriented effectiveness in service delivery.

Suggested Citation

  • Rafael Guillermo García-Cáceres & Angel Gabriel Prado-Téllez & John Wilmer Escobar-Velásquez, 2025. "Sustainable Integral Optimization of Service Queues: A Human-Centered Approach Using IAM and SMAA," Sustainability, MDPI, vol. 17(18), pages 1-25, September.
    • Handle: RePEc:gam:jsusta:v:17:y:2025:i:18:p:8179-:d:1747082
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