Simulation as a Tool for Implementing Resource-Neutral Solutions in Service Systems

Simulation is a widely used tool for the assessment and improvement of service industry firms like restaurants, banks, hospitals. However, most simulation studies do not mention the implementation of their findings and recommendations. In this paper, we take a sample of simulation studies for service systems in the past 20 years, verify this observation, and determine the reasons why this is the case. Review of these papers helped reveal some trends and manifestations in the literature of simulation studies on service systems, such as the industries where they are applied, motivations of these studies, types of solutions offered, and insights regarding implementation. Furthermore, we offer suggestions on how simulation studies can implement their recommended solutions, such as encouraging more collaboration between researchers and industry practitioners as well as the consideration of resource-neutral solutions which do not require additional cost for the organization to adopt.