多服务台排队系统下提高顾客等待满意度的两类排队管理策略  

Two Kinds of Queuing Management Policies for Improving Customer Satisfaction with Waiting Basing on Multi-Server Queuing System

作　　者：管世恒 王安民[1] 

机构地区：[1]西安电子科技大学经济管理学院,西安710071

出　　处：《系统科学与数学》2017年第4期1100-1113,共14页Journal of Systems Science and Mathematical Sciences

摘　　要：文章在周文慧,等(2014)研究的基础上提出了等待因子t_r,得出了在排队系统M/M/C(C≥2)中顾客处于第n位时到接受服务的等待时间,用全概率公式得到的顾客在系统中的等待时间t的概率密度函数,进而建立了在M/M/C(C≥2)排队系统下提高顾客等待满意度的两类排队管理策略的优化模型.并进一步将两类排队管理策略推广到了M/M/C(C≥2)排队系统,给银行、超市等服务类企业提供了如何选择两类排队管理策略的科学依据.The degree of customers＇ satisfaction depends largely on the length of the waiting time they perceive. Aiming at two strategies, that is to provide the customers in front of the queue with extra services and to offer extra services to those standing in the end of the queue, to shorter the waiting time, the waiting factor tr is supposed in the paper. It helps to figure out the waiting time when the nth customer receive services in the queuing system M/M/C （C ≥ 2）. After working out the probability density function of customers＇ waiting time in the system with total probability formula, two kinds of optimization models of queuing managing strategies can be built. As the result of popularizing the two queuing managing strategies to the queuing system M/M/C （C ≥ 2）, the enterprises, which aim to offer services, such as banks and supermarkets, are able to choose the queuing managing strategy scientifically.

关 键 词：排队论 顾客等待 满意度 优化模型 

分 类 号：O226[理学—运筹学与控制论]