Journal of the Korean Operations Research and Management Science Society (한국경영과학회지)

The Korean Operations Research and Management Science Society (한국경영과학회)
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Asymptotic Analysis on Service Differentiation with Customer Arrival Information

고객 도착 정보를 이용한 서비스 차별화에 관한 점근적 분석

  • 최기석 (한국외국어대학교 산업경영공학부)
  • Published : 2008.06.30
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Abstract

An interesting problem in capacitated supply chains is how to guarantee customer service levels with limited resources. One of the common approaches to solve the problem is differentiating service depending on customer classes. High-priority customers receive a better service at the cost of low-priority customers' service level. One of common criteria to determine a customer's priority in practice is whether he has made a reservation before arrival or not. Customers with a reservation usually receive service based on the time the reservation was made. We examine the effect this advance information of customer arrival has on customer service levels. We show the trade-offs between the leadtime and other system characteristics such as the proportion of high-priority customers. when the service level is high. We also suggest how to differentiate service using the asymptotic ratio of the service levels for both types of customers.

Keywords

References

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