提高顾客等待满意度的两类排队管理策略

Two kinds of queuing management policy for improving customer satisfaction with waiting

现代等待心理学认为:好的排队管理能极大地提高顾客的等待满意度.基于这一点,论文通过M/M/1排队系统研究了两类排队管理策略:一是为队列前N名顾客提供额外服务的策略H;二是为队列中处于N之后的顾客提供额外服务的策略T.通过分析期望顾客等待满意度和期望额外服务成本,论文给出了企业在给定额外服务预算下的最大化顾客等待满意度的最优策略.数值算例显示:当预算足够大时,若系统的服务强度不大或者有无额外服务对顾客等待时间敏感程度的影响很大,策略H优于策略T;当预算不充足,且服务强度不是很大时,策略T优于策略H.若预算少且服务强度大,两类策略对提高顾客等待满意度基本不起作用.

According to the psychology of waiting lines, a good queuing management policy can largely im- prove the customer satisfaction with waiting. Inspired by that, this paper compares two kinds of queuing man- agement policies alternatively applied by a capital-constrained service system to improve customer satisfaction with waiting： One is to offer extra service to the customers ranked less than N in queue （policy H）, and the other is to offer extra service to the customers ranked over N （policy T）. In this paper, we model the service system as an M/M/1 queuing system and give the optimal design for each kind of policy. Our numerical exam- ples show that the performances of these two kinds of policies vary significantly under different budgets and dif- ferent service loads. When the budget is large, if the service load is low or the extra service makes a large difference to customer feeling of delay, policy H dominates policy T. When the budget is small and the service load is low, policy T dominates policy H. Finally, when the budget is small and the extra service makes a small difference, the effects of both policies are not significant.