1. USING SIMULATION TO ESTIMATE THE IMPACT OF SELF‐SERVICE TECHNOLOGY IMPLEMENTATION ON CUSTOMER WAITING TIMES AND SYSTEM OPERATING COSTS Open Access Author: Kokkinou, Alinda Title: USING SIMULATION TO ESTIMATE THE IMPACT OF SELF‐SERVICE TECHNOLOGY IMPLEMENTATION ON CUSTOMER WAITING TIMES AND SYSTEM OPERATING COSTS Graduate Program: Hotel, Restaurant, and Institutional Management Keywords: hospitalityself-service technologysimulationservices File: Download Kokkinou_2010.pdf Committee Members: David Allen Cranage, Dissertation Advisor/Co-AdvisorDavid Allen Cranage, Committee Chair/Co-ChairMichael J Tews Jr., Committee MemberHubert Van Hoof, Committee MemberArunachalam Ravindran, Committee Member
