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Digital Library of the
European Council for Modelling and Simulation |
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Title: |
Behavioural Queuing With Interacting
Customers And Service Providers: A Simulation Based Approach |
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Authors: |
Carlos
Arturo Delgado-Alvarez, Ann van Ackere, Erik R.
Larsen |
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Published in:
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(2013).ECMS 2013 Proceedings edited
by: W. Rekdalsbakken, R. T. Bye, H. Zhang European Council for Modeling
and Simulation. doi:10.7148/2013 ISBN:
978-0-9564944-6-7 27th
European Conference on Modelling and Simulation, Aalesund, Norway, May 27th –
30th, 2013 |
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Citation
format: |
Carlos Arturo
Delgado-Alvarez, Ann van Ackere,
Erik R. Larsen (2013). Behavioural Queuing With
Interacting Customers And Service Providers: A Simulation Based Approach, ECMS 2013 Proceedings edited by: W. Rekdalsbakken, R. T. Bye, H. Zhang, European Council for Modeling
and Simulation. doi:10.7148/2013-0053 |
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DOI: |
http://dx.doi.org/10.7148/2013-0053 |
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Abstract: |
We
address a service facility problem with captive interacting customers and
service providers. This problem is modelled as a
deterministic queuing system. Customers must routinely decide which facility
to join for service, whereas service providers must decide how much to adjust
the service capacity of their facilities. Both service providers and
customers base their decisions on their perceptions about the system. Customers
use their previous experience and that of their neighbours
to update their perceptions about the average sojourn time, while service
providers form their perceptions based on the queue length. We use cellular automata
(CA) to model the interaction between customers and service providers. We
perform a simulation to assess the way the customers’ and service providers’
decisions evolve and affect the system behaviour.
Our results show that the more conservative the service providers, the larger
the market share they achieve and the lower probability that their facility closes
down. |
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