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Service levels of highway toll plazas: the influence of factors on manual customer service

机译：高速公路收费广场服务水平：因素对手工客户服务的影响

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Paper aimsTo analyze service levels offered in a highway toll plaza and to test the influence of operational and human factors on manual customer service.OriginalityThe 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 methodDesign of Experiment (DOE) and Computation Modeling and Simulation.Main findingsThe 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 practiceTo 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.
机译：Paper Aimsto分析高速公路收费广场提供的服务水平，并测试操作和人为因素对手动客户服务的影响。方法是一种涉及系统和有效地检查多个因素的方法。这种方法已广泛用于多个区域;然而，在运输领域的实验中已经完成了很少的研究。研究方法的实验（DOE）和计算建模和仿真。这两种方法的发现允许开发更强大的客户服务过程的实证模型。我们还证实人类代理商在手动支付过程中互动和干扰。理论和实践中的实例涉及围绕服务流程的非常重要的辩论。该研究表明，有可以应用的替代和改进，并用作运输政策的基础。

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