Abstract
The field service scheduling problem (FSSP) is the key problem in field services. Field service pays particular attention to customer experience, that is, customer satisfaction. Customer satisfaction described by customer behavior characteristics based on the prospect theory is considered as the primary optimization goal in this paper. The knowledge of the insertion feasibility on the solution is analysed based on the skill constraint and time window. According to the knowledge, an initialization method based on the nearest heuristic algorithm is constructed. Based on the prior knowledge of the FSSP and the endowment of the Fruit Fly Optimization Algorithm, two operators are defined according to the matrix encoding method. Based on these two operators, three search strategies are then proposed, and the smell-based search strategy and vision-based search strategy for the FOA are redesigned. To verify the performance of the algorithms, the proposed operators and strategies are tested and analysed in the well-known benchmark. Through comparison with the state-of-the-art algorithms, the results show that the proposed HFOA is an effective and efficient method to solve the FSSP with customer satisfaction.
Highlights
Field services usually refer to the series of service activities performed to meet customer needs at the customer’s designated location
We can see that the full version is significantly better than the others. e HFOAss is more effective than HFOAvs. e smell search
We research the field service scheduling problem with customer satisfaction. e customer satisfaction that considered customer behavioral features is described based on the prospect theory
Summary
Field services usually refer to the series of service activities performed to meet customer needs at the customer’s designated location. Field services are widely provided in various industries, such as the maintenance and protection of electric energy networks and mobile communication systems, after-sales installation and maintenance of home appliances, furniture repair, home care, and the maintenance, repair, and operation (MRO) services of manufacturing enterprises. E efficiency and quality of field services are closely related to the rational allocation of workers and reasonable planning routes. If worker allocation or route planning is unreasonable, it often results in long travel time for workers, long waiting time for customers, staff skills not matching tasks, and other issues. Worker satisfaction is reduced, which negatively affects worker attitude, service quality, and service efficiency, thereby reducing customer satisfaction and leading to corporate profit decline. Worker satisfaction is reduced, which negatively affects worker attitude, service quality, and service efficiency, thereby reducing customer satisfaction and leading to corporate profit decline. erefore, the field service scheduling problem (FSSP) is critical to field service
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