Service levels of highway toll plazas: the influence of factors on manual customer service

Detalhes bibliográficos
Autor(a) principal: Lima,Josiane Palma
Data de Publicação: 2019
Outros Autores: Inácio,Patrícia Pereira Arantes, Leal,Fabiano
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Production
Texto Completo: http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132019000100215
Resumo: Abstract Paper aims To analyze service levels offered in a highway toll plaza and to test the influence of operational and human factors on manual customer service. Originality The methodology is an approach which involves systematic and efficient examination of multiple factors. This approach has been widely used in multiple areas; however, little research has been done on experiments in the area of transportation. Research method Design of Experiment (DOE) and Computation Modeling and Simulation. Main findings The association of the two methods allowed the development of a more robust empirical model of the customer service process. We have also verified that the human agent interacts and interferes in the manual payment process. Implications for theory and practice To contribute to the very important debate that surrounds service processes. The research showed that there are alternatives and improvements that can be applied and to serve as basis for transportation policies.
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spelling Service levels of highway toll plazas: the influence of factors on manual customer serviceTransportationHighway tolls plazasService levelService timeAbstract Paper aims To analyze service levels offered in a highway toll plaza and to test the influence of operational and human factors on manual customer service. Originality The methodology is an approach which involves systematic and efficient examination of multiple factors. This approach has been widely used in multiple areas; however, little research has been done on experiments in the area of transportation. Research method Design of Experiment (DOE) and Computation Modeling and Simulation. Main findings The association of the two methods allowed the development of a more robust empirical model of the customer service process. We have also verified that the human agent interacts and interferes in the manual payment process. Implications for theory and practice To contribute to the very important debate that surrounds service processes. The research showed that there are alternatives and improvements that can be applied and to serve as basis for transportation policies.Associação Brasileira de Engenharia de Produção2019-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlhttp://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132019000100215Production v.29 2019reponame:Productioninstname:Associação Brasileira de Engenharia de Produção (ABEPRO)instacron:ABEPRO10.1590/0103-6513.20180032info:eu-repo/semantics/openAccessLima,Josiane PalmaInácio,Patrícia Pereira ArantesLeal,Fabianoeng2019-10-29T00:00:00Zoai:scielo:S0103-65132019000100215Revistahttps://www.scielo.br/j/prod/https://old.scielo.br/oai/scielo-oai.php||production@editoracubo.com.br1980-54110103-6513opendoar:2019-10-29T00:00Production - Associação Brasileira de Engenharia de Produção (ABEPRO)false
dc.title.none.fl_str_mv Service levels of highway toll plazas: the influence of factors on manual customer service
title Service levels of highway toll plazas: the influence of factors on manual customer service
spellingShingle Service levels of highway toll plazas: the influence of factors on manual customer service
Lima,Josiane Palma
Transportation
Highway tolls plazas
Service level
Service time
title_short Service levels of highway toll plazas: the influence of factors on manual customer service
title_full Service levels of highway toll plazas: the influence of factors on manual customer service
title_fullStr Service levels of highway toll plazas: the influence of factors on manual customer service
title_full_unstemmed Service levels of highway toll plazas: the influence of factors on manual customer service
title_sort Service levels of highway toll plazas: the influence of factors on manual customer service
author Lima,Josiane Palma
author_facet Lima,Josiane Palma
Inácio,Patrícia Pereira Arantes
Leal,Fabiano
author_role author
author2 Inácio,Patrícia Pereira Arantes
Leal,Fabiano
author2_role author
author
dc.contributor.author.fl_str_mv Lima,Josiane Palma
Inácio,Patrícia Pereira Arantes
Leal,Fabiano
dc.subject.por.fl_str_mv Transportation
Highway tolls plazas
Service level
Service time
topic Transportation
Highway tolls plazas
Service level
Service time
description Abstract Paper aims To analyze service levels offered in a highway toll plaza and to test the influence of operational and human factors on manual customer service. Originality The methodology is an approach which involves systematic and efficient examination of multiple factors. This approach has been widely used in multiple areas; however, little research has been done on experiments in the area of transportation. Research method Design of Experiment (DOE) and Computation Modeling and Simulation. Main findings The association of the two methods allowed the development of a more robust empirical model of the customer service process. We have also verified that the human agent interacts and interferes in the manual payment process. Implications for theory and practice To contribute to the very important debate that surrounds service processes. The research showed that there are alternatives and improvements that can be applied and to serve as basis for transportation policies.
publishDate 2019
dc.date.none.fl_str_mv 2019-01-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
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dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 10.1590/0103-6513.20180032
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
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dc.publisher.none.fl_str_mv Associação Brasileira de Engenharia de Produção
publisher.none.fl_str_mv Associação Brasileira de Engenharia de Produção
dc.source.none.fl_str_mv Production v.29 2019
reponame:Production
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repository.mail.fl_str_mv ||production@editoracubo.com.br
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