Schedule recovery: Unplanned absences in service operations

Fred F. Easton, John C. Goodale

Research output: Contribution to conferencePaperpeer-review


Each year the U.S. service sector loses 2.3% of its scheduled labor hours to unplanned absences, with direct and indirect costs approaching 20% of total payroll expense for some employers. To reduce revenue losses due to reneging customers, the capacity lost to unplanned absences is often replaced by other workers willing to accept short-notice overtime or temporary assignments. However, this costly emergency capacity may be constrained by the firm's staffing and scheduling decisions. Simulating unplanned absences in hypothetical service firms that use different absence recovery and staffing/scheduling policies, we find significant differences in the profitability of alternate approaches.

Original languageEnglish (US)
Number of pages6
StatePublished - 2003
Event34th Annual Meeting of the Decision Sciences Institute - Washington, DC, United States
Duration: Nov 22 2003Nov 25 2003


Other34th Annual Meeting of the Decision Sciences Institute
Country/TerritoryUnited States
CityWashington, DC

ASJC Scopus subject areas

  • Management Information Systems
  • Hardware and Architecture


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