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| Author: | Goodale, J. C. Verma, R. Pullman, M. E. |
| Title: | A market-utility approach to scheduling employees |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2003 : FEB, VOL. 44:1, p. 61-69 |
| Index terms: | Tourist industry Hotel and catering industry Restaurants Optimization |
| Language: | eng |
| Abstract: | To facilitate the matching of service capacity, customer preferences, and demand, hospitality-service designers should consider the systems view of those factors, and consider the information needs required for supporting scheduling decisions. That is, explicitly considering the relationship among service delivery, structure, work-force staffing, and customer waiting should be a fundamental part of the design process for any hospitality service. By applying a market-utility framework to restaurant queues, managers cas assess what staffing level yields the optimum contribution to revenue. |
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