Reservation prompt method for reservation breaking behavior of customers

A customer and behavioral technology, applied in the field of appointment reminders for customer missed appointments, can solve problems such as the inability to achieve refined management service resource utilization

Inactive Publication Date: 2016-11-16
ZHEJIANG UNIV OF TECH
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Problems solved by technology

However, none of these methods can achieve the purpose of fine-

Method used

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  • Reservation prompt method for reservation breaking behavior of customers
  • Reservation prompt method for reservation breaking behavior of customers
  • Reservation prompt method for reservation breaking behavior of customers

Examples

Experimental program
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Embodiment Construction

[0052] Referring to the attached figure, consider a single service that will be provided on a certain day in the future, and now consider how to design the optimal opening time window for appointments, and how to remind customers who make appointments at different times. In conjunction with the implementation steps of the present invention, we can do the following analysis:

[0053] Step 1: According to the degree of attraction of the service to customers and combined with relevant historical data, estimate the regularity of customer appointment arrival, and estimate the parameter λ of the Poisson distribution. Without loss of generality, assume λ=0.5, that is, the average two days An appointment request arrives;

[0054] Step 2: Fitting the customer's no-show probability curve. According to the relevant historical data, combined with the customer’s no-show probability formula (Formula 1), the parameter combination (C,r o ,r max ) determines the customer's no-show probabili...

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Abstract

Appointment reminder method for customer no-show behavior: first determine the customer’s service reservation request rule; according to historical data, fit the customer’s no-appointment probability curve to determine the customer’s no-appointment probability; pre-determine a service appointment opening time window T; determine the appointment rule; Discretization processing of reservation opening time window; determine the state of the reservation system; analyze the state transition law of the reservation system and the expected service utilization rate of different states at different stages; reversely recursively deduce the expected service resource utilization rate of each stage and state; clarify Optimal reminder time; determine the optimal appointment opening time window. The present invention treats the appointment reminder time differently according to different appointment lead times, so as to achieve the purpose of refined management; adopts discretization to process the appointment time window, and combines the dynamic programming method to determine the optimal reminder time; and gives the best appointment opening time window The determination method to maximize the utilization of service resources.

Description

technical field [0001] The invention relates to an appointment reminding method, in particular to an appointment reminding method aiming at customer's failure to make an appointment. Background technique [0002] With the development of information technology, the way of reservation can effectively alleviate the phenomenon of queuing and waiting in the service process, and improve the utilization rate of service resources. In service organizations such as hotels, hospitals, banks, etc., services are provided by appointment to improve customer satisfaction. However, the customer's no-show behavior accompanied by the reservation method brings troubles to the service provider's resource scheduling, such as the customer's no-show, resulting in vacant rooms in the hotel, idle hospital resources, etc., which brings losses to the service provider. For possible breach of contract, the traditional method is to remind by phone or SMS one or several days before the agreed service arri...

Claims

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Application Information

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IPC IPC(8): G06Q10/02
CPCG06Q10/02
Inventor 王成邓丽丽
Owner ZHEJIANG UNIV OF TECH
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