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Maister, D. H. (1985). The Psychology of Waiting Lines. In J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.), The Service Encounter (pp. 113-123). Lexington Books.

has been cited by the following article:

• TITLE: DES-Based Optimization of Hospital Consultation and Treatment Process under the COVID-19

  AUTHORS: Chuanzhou Dian, Yaoyao Wei, Tianming Ning, Jinzhao Yang

  KEYWORDS: DES Theory, Outpatient Flow, Process Optimization, Simulation

  JOURNAL NAME: Open Journal of Social Sciences, Vol.10 No.11, October 13, 2022

  ABSTRACT: To solve the problem of hospital queues during the COVID-19, this project takes The Second Hospital, University of South China as an example, clarifies the hospital outpatient process under the epidemic through on-site research and data analysis, collects the waiting time and service time of patients at each stage, builds its simulation model based on Discrete Event System (DES) theory, and discovers through simulation experiments, bottlenecks limiting the efficiency of the process were identified, and a service improvement plan was proposed through process optimization.