{"id":"https://openalex.org/W2912162283","doi":"https://doi.org/10.1080/24725854.2018.1562590","title":"Appointment scheduling and the effects of customer congestion on service","display_name":"Appointment scheduling and the effects of customer congestion on service","publication_year":2019,"publication_date":"2019-02-15","ids":{"openalex":"https://openalex.org/W2912162283","doi":"https://doi.org/10.1080/24725854.2018.1562590","mag":"2912162283"},"language":"en","primary_location":{"id":"doi:10.1080/24725854.2018.1562590","is_oa":false,"landing_page_url":"https://doi.org/10.1080/24725854.2018.1562590","pdf_url":null,"source":{"id":"https://openalex.org/S4210225672","display_name":"IISE Transactions","issn_l":"2472-5854","issn":["2472-5854","2472-5862"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IISE Transactions","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://figshare.com/articles/Appointment_scheduling_and_the_effects_of_customer_congestion_on_service/8119022","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100600244","display_name":"Zheng Zhang","orcid":"https://orcid.org/0000-0002-6943-3723"},"institutions":[{"id":"https://openalex.org/I27837315","display_name":"University of Michigan","ror":"https://ror.org/00jmfr291","country_code":"US","type":"education","lineage":["https://openalex.org/I27837315"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Zheng Zhang","raw_affiliation_strings":["Department of Industrial and Operations Engineering, University of Michigan, Ann Arbor, MI, USA;"],"raw_orcid":"https://orcid.org/0000-0002-6943-3723","affiliations":[{"raw_affiliation_string":"Department of Industrial and Operations Engineering, University of Michigan, Ann Arbor, MI, USA;","institution_ids":["https://openalex.org/I27837315"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5078476840","display_name":"Bjorn P. Berg","orcid":"https://orcid.org/0000-0003-4610-4801"},"institutions":[{"id":"https://openalex.org/I130238516","display_name":"University of Minnesota","ror":"https://ror.org/017zqws13","country_code":"US","type":"education","lineage":["https://openalex.org/I130238516"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Bjorn P. Berg","raw_affiliation_strings":["Division of Health Policy and Management, University of Minnesota, Minneapolis, MN, USA;"],"raw_orcid":"https://orcid.org/0000-0003-4610-4801","affiliations":[{"raw_affiliation_string":"Division of Health Policy and Management, University of Minnesota, Minneapolis, MN, USA;","institution_ids":["https://openalex.org/I130238516"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5043415621","display_name":"Brian T. Denton","orcid":"https://orcid.org/0000-0002-6372-6066"},"institutions":[{"id":"https://openalex.org/I27837315","display_name":"University of Michigan","ror":"https://ror.org/00jmfr291","country_code":"US","type":"education","lineage":["https://openalex.org/I27837315"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Brian T. Denton","raw_affiliation_strings":["Department of Industrial and Operations Engineering, University of Michigan, Ann Arbor, MI, USA;"],"raw_orcid":"https://orcid.org/0000-0002-6372-6066","affiliations":[{"raw_affiliation_string":"Department of Industrial and Operations Engineering, University of Michigan, Ann Arbor, MI, USA;","institution_ids":["https://openalex.org/I27837315"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5044117021","display_name":"Xiaolan Xie","orcid":"https://orcid.org/0000-0002-6579-1523"},"institutions":[{"id":"https://openalex.org/I1294671590","display_name":"Centre National de la Recherche Scientifique","ror":"https://ror.org/02feahw73","country_code":"FR","type":"government","lineage":["https://openalex.org/I1294671590"]},{"id":"https://openalex.org/I183067930","display_name":"Shanghai Jiao Tong University","ror":"https://ror.org/0220qvk04","country_code":"CN","type":"education","lineage":["https://openalex.org/I183067930"]},{"id":"https://openalex.org/I198244214","display_name":"Universit\u00e9 Clermont Auvergne","ror":"https://ror.org/01a8ajp46","country_code":"FR","type":"education","lineage":["https://openalex.org/I198244214"]},{"id":"https://openalex.org/I3019848993","display_name":"Mines Saint-\u00c9tienne","ror":"https://ror.org/05a1dws80","country_code":"FR","type":"education","lineage":["https://openalex.org/I203339264","https://openalex.org/I205703379","https://openalex.org/I3019848993"]}],"countries":["CN","FR"],"is_corresponding":false,"raw_author_name":"Xiaolan Xie","raw_affiliation_strings":["Antai College of Economics and Management, Shanghai Jiao Tong University, Shanghai, P.R. China;","Mines Saint-Etienne, Univ Clermont Auvergne, CNRS, UMR 6158 LIMOS, Centre CIS, F - 42023, Saint-Etienne, France"],"raw_orcid":"https://orcid.org/0000-0002-6579-1523","affiliations":[{"raw_affiliation_string":"Antai College of Economics and Management, Shanghai Jiao Tong University, Shanghai, P.R. China;","institution_ids":["https://openalex.org/I183067930"]},{"raw_affiliation_string":"Mines Saint-Etienne, Univ Clermont Auvergne, CNRS, UMR 6158 LIMOS, Centre CIS, F - 42023, Saint-Etienne, France","institution_ids":["https://openalex.org/I1294671590","https://openalex.org/I198244214","https://openalex.org/I3019848993"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5043415621"],"corresponding_institution_ids":["https://openalex.org/I27837315"],"apc_list":null,"apc_paid":null,"fwci":1.5543,"has_fulltext":true,"cited_by_count":8,"citation_normalized_percentile":{"value":0.80976128,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"51","issue":"10","first_page":"1075","last_page":"1090"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11773","display_name":"Healthcare Operations and Scheduling Optimization","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/3604","display_name":"Emergency Medical Services"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T11773","display_name":"Healthcare Operations and Scheduling Optimization","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/3604","display_name":"Emergency Medical Services"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9861000180244446,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12174","display_name":"Hospital Admissions and Outcomes","score":0.9620000123977661,"subfield":{"id":"https://openalex.org/subfields/2711","display_name":"Emergency Medicine"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7680394649505615},{"id":"https://openalex.org/keywords/scheduling","display_name":"Scheduling (production processes)","score":0.5944291949272156},{"id":"https://openalex.org/keywords/schedule","display_name":"Schedule","score":0.522450864315033},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.4811871647834778},{"id":"https://openalex.org/keywords/job-shop-scheduling","display_name":"Job shop scheduling","score":0.4684928357601166},{"id":"https://openalex.org/keywords/integer-programming","display_name":"Integer programming","score":0.4653438329696655},{"id":"https://openalex.org/keywords/network-congestion","display_name":"Network congestion","score":0.4643647372722626},{"id":"https://openalex.org/keywords/holding-cost","display_name":"Holding cost","score":0.4606291353702545},{"id":"https://openalex.org/keywords/speedup","display_name":"Speedup","score":0.4222826659679413},{"id":"https://openalex.org/keywords/overtime","display_name":"Overtime","score":0.41161638498306274},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.40140247344970703},{"id":"https://openalex.org/keywords/mathematical-optimization","display_name":"Mathematical optimization","score":0.36657026410102844},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.13267609477043152},{"id":"https://openalex.org/keywords/algorithm","display_name":"Algorithm","score":0.09311676025390625},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.08898234367370605}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7680394649505615},{"id":"https://openalex.org/C206729178","wikidata":"https://www.wikidata.org/wiki/Q2271896","display_name":"Scheduling (production processes)","level":2,"score":0.5944291949272156},{"id":"https://openalex.org/C68387754","wikidata":"https://www.wikidata.org/wiki/Q7271585","display_name":"Schedule","level":2,"score":0.522450864315033},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.4811871647834778},{"id":"https://openalex.org/C55416958","wikidata":"https://www.wikidata.org/wiki/Q6206757","display_name":"Job shop scheduling","level":3,"score":0.4684928357601166},{"id":"https://openalex.org/C56086750","wikidata":"https://www.wikidata.org/wiki/Q6042592","display_name":"Integer programming","level":2,"score":0.4653438329696655},{"id":"https://openalex.org/C195563490","wikidata":"https://www.wikidata.org/wiki/Q180368","display_name":"Network congestion","level":3,"score":0.4643647372722626},{"id":"https://openalex.org/C192365026","wikidata":"https://www.wikidata.org/wiki/Q5046829","display_name":"Holding cost","level":2,"score":0.4606291353702545},{"id":"https://openalex.org/C68339613","wikidata":"https://www.wikidata.org/wiki/Q1549489","display_name":"Speedup","level":2,"score":0.4222826659679413},{"id":"https://openalex.org/C2780407378","wikidata":"https://www.wikidata.org/wiki/Q667022","display_name":"Overtime","level":2,"score":0.41161638498306274},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.40140247344970703},{"id":"https://openalex.org/C126255220","wikidata":"https://www.wikidata.org/wiki/Q141495","display_name":"Mathematical optimization","level":1,"score":0.36657026410102844},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.13267609477043152},{"id":"https://openalex.org/C11413529","wikidata":"https://www.wikidata.org/wiki/Q8366","display_name":"Algorithm","level":1,"score":0.09311676025390625},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08898234367370605},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C158379750","wikidata":"https://www.wikidata.org/wiki/Q214111","display_name":"Network packet","level":2,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1080/24725854.2018.1562590","is_oa":false,"landing_page_url":"https://doi.org/10.1080/24725854.2018.1562590","pdf_url":null,"source":{"id":"https://openalex.org/S4210225672","display_name":"IISE Transactions","issn_l":"2472-5854","issn":["2472-5854","2472-5862"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IISE Transactions","raw_type":"journal-article"},{"id":"pmh:oai:figshare.com:article/8119022","is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Appointment_scheduling_and_the_effects_of_customer_congestion_on_service/8119022","pdf_url":"https://figshare.com/articles/Appointment_scheduling_and_the_effects_of_customer_congestion_on_service/8119022","source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},{"id":"pmh:oai:HAL:hal-04941864v1","is_oa":false,"landing_page_url":"https://hal.science/hal-04941864","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"IISE Transactions, 2019, 51 (10), pp.1075-1090. &#x27E8;10.1080/24725854.2018.1562590&#x27E9;","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:RePEc:taf:uiiexx:v:51:y:2019:i:10:p:1075-1090","is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/24725854.2018.1562590","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"doi:10.6084/m9.figshare.8119022.v1","is_oa":true,"landing_page_url":"https://doi.org/10.6084/m9.figshare.8119022.v1","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"pmh:oai:figshare.com:article/8119022","is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Appointment_scheduling_and_the_effects_of_customer_congestion_on_service/8119022","pdf_url":"https://figshare.com/articles/Appointment_scheduling_and_the_effects_of_customer_congestion_on_service/8119022","source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G2143057492","display_name":null,"funder_award_id":"71432006","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"},{"id":"https://openalex.org/G4430661636","display_name":null,"funder_award_id":"71131005","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"},{"id":"https://openalex.org/G8953154351","display_name":"\u57fa\u4e8e\u65f6\u95f4\u7a97\u544a\u77e5\u6a21\u5f0f\u7684\u591a\u7c7b\u60a3\u8005\u5165\u9662\u7b49\u5f85\u7b56\u7565\u4f18\u5316\u7814\u7a76","funder_award_id":"71801058","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"}],"funders":[{"id":"https://openalex.org/F4320306076","display_name":"National Science Foundation","ror":"https://ror.org/021nxhr62"},{"id":"https://openalex.org/F4320306143","display_name":"Mayo Clinic","ror":"https://ror.org/02qp3tb03"},{"id":"https://openalex.org/F4320321001","display_name":"National Natural Science Foundation of China","ror":"https://ror.org/01h0zpd94"},{"id":"https://openalex.org/F4320337391","display_name":"Division of Civil, Mechanical and Manufacturing Innovation","ror":"https://ror.org/028yd4c30"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2912162283.pdf","grobid_xml":"https://content.openalex.org/works/W2912162283.grobid-xml"},"referenced_works_count":35,"referenced_works":["https://openalex.org/W1499021337","https://openalex.org/W1512019713","https://openalex.org/W1966670462","https://openalex.org/W1968596177","https://openalex.org/W1969326454","https://openalex.org/W1979654803","https://openalex.org/W1983653504","https://openalex.org/W1983916623","https://openalex.org/W1993103404","https://openalex.org/W1994616650","https://openalex.org/W1995209616","https://openalex.org/W2004658276","https://openalex.org/W2007261666","https://openalex.org/W2028205314","https://openalex.org/W2040087963","https://openalex.org/W2047840281","https://openalex.org/W2069189210","https://openalex.org/W2071870255","https://openalex.org/W2075918783","https://openalex.org/W2078483536","https://openalex.org/W2078724364","https://openalex.org/W2085816387","https://openalex.org/W2094176506","https://openalex.org/W2095155399","https://openalex.org/W2099288063","https://openalex.org/W2102141799","https://openalex.org/W2107651715","https://openalex.org/W2122203560","https://openalex.org/W2123143272","https://openalex.org/W2124095734","https://openalex.org/W2126964144","https://openalex.org/W2142513885","https://openalex.org/W2160644054","https://openalex.org/W2181317554","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W4388536026","https://openalex.org/W2058965144","https://openalex.org/W2164382479","https://openalex.org/W3124149305","https://openalex.org/W2128854221","https://openalex.org/W2146343568","https://openalex.org/W98480971","https://openalex.org/W2150291671","https://openalex.org/W2013643406","https://openalex.org/W2060807110"],"abstract_inverted_index":{"This":[0],"article":[1],"addresses":[2],"an":[3,198],"appointment":[4],"scheduling":[5,191],"problem":[6,94,152],"in":[7,84],"which":[8],"the":[9,15,29,35,39,52,112,133,171,174,180,209],"server":[10,30,40,79,82],"responds":[11],"to":[12,68,86,127,146,149,169,178,188],"congestion":[13,189],"of":[14,38,44,60,64,92,167,173,182],"service":[16],"system.":[17],"Using":[18],"waiting":[19,47,77],"time":[20],"as":[21,41,95],"a":[22,42,45,57,70,75,96,102,124,165,185,194,202],"proxy":[23],"for":[24,56,74,139,158,184,197],"how":[25],"far":[26],"behind":[27],"schedule":[28],"is":[31,67],"running,":[32],"we":[33,162,207],"characterize":[34],"congestion-induced":[36],"behavior":[37],"function":[43],"customer\u2019s":[46,76],"time.":[48],"Decision":[49],"variables":[50],"are":[51],"scheduled":[53],"arrival":[54],"times":[55],"specific":[58],"sequence":[59],"customers.":[61],"The":[62],"objective":[63],"our":[65],"model":[66,100,114,135],"minimize":[69],"weighted":[71],"cost":[72],"incurred":[73],"time,":[78],"overtime":[80],"and":[81,101,161,177],"speedup":[83],"response":[85,126,187],"congestion.":[87,128],"We":[88,109,129,154],"provide":[89],"alternative":[90],"formulations":[91],"this":[93,216],"Simulation":[97],"Optimization":[98],"(SO)":[99],"Stochastic":[103],"Integer":[104],"Programming":[105],"(SIP)":[106],"model,":[107],"respectively.":[108],"show":[110,131],"that":[111,132],"SIP":[113],"can":[115],"solve":[116],"moderate-sized":[117,140],"instances":[118],"exactly":[119],"under":[120],"certain":[121],"assumptions":[122],"about":[123],"server\u2032s":[125,186],"further":[130],"SO":[134],"achieves":[136],"near-optimal":[137],"solutions":[138],"problems":[141],"while":[142],"also":[143],"being":[144],"able":[145],"scale":[147],"up":[148],"much":[150],"larger":[151],"instances.":[153],"present":[155],"theoretical":[156],"results":[157],"both":[159],"models":[160],"carry":[163],"out":[164],"series":[166],"experiments":[168],"illustrate":[170],"characteristics":[172],"optimal":[175],"schedules":[176],"measure":[179],"importance":[181],"accounting":[183],"when":[190],"appointments":[192],"using":[193],"case":[195],"study":[196],"outpatient":[199],"clinic":[200],"at":[201],"large":[203],"medical":[204],"center.":[205],"Finally,":[206],"summarize":[208],"most":[210],"important":[211],"managerial":[212],"insights":[213],"obtained":[214],"from":[215],"study.":[217]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2026-07-22T07:51:19.307946","created_date":"2025-10-10T00:00:00"}
