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Estimating the Implied Value of the Customer's Waiting Time


  • Lawrence W. Robinson

    () (Johnson Graduate School of Management, Cornell University, Ithaca, New York 14853)

  • Rachel R. Chen

    () (Graduate School of Management, University of California, Davis, Davis, California 95616)


Almost all research in appointment scheduling has focused on the trade-off between customer waiting times and server idle times. In this paper, we present an observation-based method for estimating the relative cost of the customer waiting time, which is a critical parameter for finding the optimal appointment schedule.

Suggested Citation

  • Lawrence W. Robinson & Rachel R. Chen, 2011. "Estimating the Implied Value of the Customer's Waiting Time," Manufacturing & Service Operations Management, INFORMS, vol. 13(1), pages 53-57, February.
  • Handle: RePEc:inm:ormsom:v:13:y:2011:i:1:p:53-57
    DOI: 10.1287/msom.1100.0304

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    References listed on IDEAS

    1. B. L. Schwartz, 1970. "Optimal Inventory Policies in Perturbed Demand Models," Management Science, INFORMS, vol. 16(8), pages 509-518, April.
    2. Benjamin L. Schwartz, 1966. "A New Approach to Stockout Penalties," Management Science, INFORMS, vol. 12(12), pages 538-544, August.
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    Cited by:

    1. Kong, Qingxia & Lee, Chung-Yee & Teo, Chung-Piaw & Zheng, Zhichao, 2016. "Appointment sequencing: Why the Smallest-Variance-First rule may not be optimal," European Journal of Operational Research, Elsevier, vol. 255(3), pages 809-821.
    2. Wen-Ya Wang & Diwakar Gupta, 2011. "Adaptive Appointment Systems with Patient Preferences," Manufacturing & Service Operations Management, INFORMS, vol. 13(3), pages 373-389, July.
    3. repec:kap:hcarem:v:22:y:2019:i:1:d:10.1007_s10729-018-9430-1 is not listed on IDEAS

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    health-care management; service operations;


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