Service levels of highway toll plazas: the influence of factors on manual customer service
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Outros Autores: | , |
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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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 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132019000100215 |
url |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0103-65132019000100215 |
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 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
text/html |
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 instname:Associação Brasileira de Engenharia de Produção (ABEPRO) instacron:ABEPRO |
instname_str |
Associação Brasileira de Engenharia de Produção (ABEPRO) |
instacron_str |
ABEPRO |
institution |
ABEPRO |
reponame_str |
Production |
collection |
Production |
repository.name.fl_str_mv |
Production - Associação Brasileira de Engenharia de Produção (ABEPRO) |
repository.mail.fl_str_mv |
||production@editoracubo.com.br |
_version_ |
1754213154489892864 |