Scheduled System Maintenance:
On Wednesday, July 29th, IEEE Xplore will undergo scheduled maintenance from 7:00-9:00 AM ET (11:00-13:00 UTC). During this time there may be intermittent impact on performance. We apologize for any inconvenience.
By Topic

Modeling human behavior in customer-based processes: The use of scenario-based surveys

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Kokkinou, A. ; NHTV Breda Univ. of Appl. Sci., Netherlands ; Cranage, D.A.

Due to the complex and relatively unpredictable nature of human behavior, customer service-based processes such as those featured in call centers, restaurants, and hotels can be challenging to model. The present study provides an example of using established theories of customer behavior, in combination with primary data collection, in a time and cost efficient way to model customer decision-making in a particular situation. The context of the study is a hotel check-in process manned by three service employees to which management would like to add a self-service check-in alternative, in order to reduce waiting times. In order to model how customers choose between using the service employee and using the self-service technology, a crucial component of the simulation model, scenario-based surveys are used to supplement existing theories. The simulation study is briefly described and the advantages of this approach are discussed.

Published in:

Simulation Conference (WSC), Proceedings of the 2011 Winter

Date of Conference:

11-14 Dec. 2011