...John C. Goodale; Enar Tunc This paper examines the benefit of incorporating a group of employees that exhibit dynamic service rates into scheduling tours in a service operation. The service operation that is examined includes a fully productive core (full‐time) workforce along with a contingent...

...Larry W. Jacobs; Stephen E. Bechtold Service operations managers often attempt to improve labour‐scheduling efficiency through the use of one or more types of scheduling flexibility. Part‐time labour, for example, is one type of scheduling flexibility which is used in many service operations...