對很多企業來說，因為服務的消費與生產是同時發生的，所以服務需求的變動難以因應。顧客通常是隨機地到達，並對服務提出立即的需求，若服務能力在顧客到達已飽和，顧客便需排隊等候，由於到達率與服務時間需求是變動的，因而導致等候線的形成。若要在市場上保有競爭力，加快服務的速度將是重要的課題。 而對於第一線的服務人員來說，由於要直接與顧客面對面，尤其是當等待服務的人很多時，服務人員的壓力可能因此而改變。故本文欲透過以生死過程建構的等候模式從壓力指數的變化進一步探討服務人員的工作效率的變動。此外，一般研究在討論壓力情況下皆以無限等候容量來探討，顯然實務上是不合理的情況，因此本研究嘗試討論壓力情況下有上限的服務率與有負面的服務率加以討論，並將有限容量一併列入探討。 再者，工作效率因人而異，一般的固定薪資制度(時薪或月薪制等)實在難以做為衡量工作效率的客觀標準。此外，以企業的立場來看，薪資是一種固定的支出，如何利用獎勵制度為企業創造更高的價值，是本文欲研究之目標。本文應用等候理論及透過生死過程，探討在一個合理狀態下，系統中有排隊的情形產生時，服務人員在壓力情況下之服務效率的改變並定立一個較客觀的薪資給付標準，做為管理者之獎勵依據。 For lots of enterprises, the ministrant consumption and production exist simutaneously, so the fluctuation of service demand is hard to control. A customer usually randomly arrives, stands together and puts forward a ministrant need namely. If the service ability is already full, the customer then starts to wait. Because the arriving rate and service time is fluctuant, the waiting line happens. To speed up the ministrant speed which is an important topic, if you want to preserve the competition ability in the service market. A customer wants a direct service especially in whenever a lot of customers in wait, therefore the service pressure is then emerging. Thus, this article would like to develope the whole new characteristic equations under the considerations of service pressure for M/M/s/k model through the Birth-and-death process, and further inquired the fluctuation of the work efficiency from the various pressure coefficients. In addition, common discussions are infinite waiting capacity and no pressure, obviously those situations are nonpratical. Therefore, this research tries to discuss the pressure condition and finite waiting capacity to make it near pratical.
