TY - JOUR AU - Alvarado-Valencia, Jorge Andrés AU - Silva-Barrera, Daniel Alfonso PY - 2018/08/09 Y2 - 2024/03/29 TI - Modeling and simulation of customer dissatisfaction, worker unpunctuality and tolerance to delay in make-to-order supply chains measured through customer lifetime value performance JF - Ingenieria y Universidad JA - IyU VL - 22 IS - 2 SE - Industrial and systems engineering DO - 10.11144/Javeriana.iyu22-2.mscd UR - https://revistas.javeriana.edu.co/index.php/iyu/article/view/19303 SP - AB - <p><strong><em>Introduction:</em></strong> 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&nbsp; 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. <strong>&nbsp;<em>Methods:</em></strong> We developed a hybrid (agent-based and discrete-event) simulation in a 3<sup>3</sup> * 4 experimental design. <strong><em>Results:</em></strong> 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.&nbsp; <strong><em>Conclusions:</em>&nbsp;</strong> 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.</p> ER -