Serviços Personalizados
Journal
Artigo
Indicadores
- Citado por SciELO
- Acessos
Links relacionados
- Citado por Google
- Similares em SciELO
- Similares em Google
Compartilhar
Ingeniería y Universidad
versão impressa ISSN 0123-2126
Resumo
ALVARADO-VALENCIA, Jorge Andrés e SILVA, Daniel. Modeling and simulation of customer dissatisfaction, worker unpunctuality and tolerance to delay in make-to-order supply chains measured through customer lifetime value performance. Ing. Univ. [online]. 2018, vol.22, n.2, pp.14-25. ISSN 0123-2126.
Introduction:
We developed a model for a make-to-order supply chain to evaluate the effects of worker unpunctuality, tolerance to delay and word-of-mouth according to customer waiting time (dis)satisfaction in four customer lifetime value measures (CLTV): switching customers, the number of sales per customer, the average customer loyalty and the potential market reached.
Methods:
We developed a hybrid (agent-based and discrete-event) simulation in a 33 * 4 experimental design.
Results:
All of the variables were significant in the four CLTV measures, except for tolerance to delay. The positive word-of-mouth effect was greater than the negative word-of-mouth effect. There were significant interactions between positive and negative word-of-mouth.
Conclusions:
This type of model becomes a decision support tool for businesses to evaluate their mid-to-long term performance taking into account their customers’ long-term behaviors and the relationships between potential customers in repetitive and competitive environments.
Palavras-chave : Hybrid simulation; customer lifetime value; word of mouth; tolerance to delay; worker unpunctuality.