Paper Info
Title
Parallel Service Management Framework and Application to Railway Station Layout Planning
Abstract
People always say that the customer is god, but do they really understand this "god"? In practice, the nature of service, such as its intangibility and heterogeneity, makes the effective management of service operations difficult. To better incorporate human behaviors and other complex factors to facilitate service management decisions, the authors propose a new approach called parallel service management. PSM, which follows the ACP framework, is an emerging methodology in complex systems modeling and analysis. In PSM, customer agents, service employee agents, service organization agents, and the service environment construct an artificial service system, which can run in parallel with the real service system. The authors developed an agent-based artificial service system for the Chengdu East Railway Station, which let them make better layout planning decisions. The modification plan was then implemented in the station and achieved significant increase in store entering rate. Statistical comparison proves PSM's potential to enhance the performance of the real service systems.
Year
DOI
Venue
2015
10.1109/MIS.2015.31
IEEE Intelligent Systems
Keywords
DocType
Volume
acp,parallel processing,service employee agents,customer agents,statistical analysis,service environment,railway station layout planning,parallel service management framework,service organization agents,railways,multi-agent systems,planning,large-scale systems,intelligent systems,agent-based artificial service system,service science,complex systems analysis,acp framework,statistical comparison,chengdu east railway station,complex systems modeling,psm,parallel management,modeling,complex systems
Journal
30
Issue
ISSN
Citations 
2
1541-1672
1
PageRank 
References 
Authors
0.36
5
5
Name
Order
Citations
PageRank
Lefei Li16910.15
Chen Lyu210.36
Jun Luo310.36
Shu Yun Yang410.70
Chenxu Dai510.36