Title: Managing taxi service operations based on the automatic vehicle location and dispatch system and wireless communication technology

Authors: Ziqi Liao

Addresses: School of Business, Hong Kong Baptist University, Renfrew Road, Kowloon, Hong Kong

Abstract: This paper explores taxi service operations management based on the automatic vehicle location and dispatch system and wireless communication technology. With the implementation of the system, the taxi companies have enhanced service operations in terms of the efficiency of processing taxi reservations and dispatching taxi vehicles. In particular, they are able to offer timely and quality service to many different customers who request for taxi services at different locations. The wireless communications and human-system interactions of the taxi dispatch process have been discussed. The findings have managerial implications for improving service operations of public transport in different contexts.

Keywords: public transport; taxi services; service operations management; wireless communications; Singapore; automatic vehicle location and dispatch; AVLDS; taxis; global positioning systems; GPS; interactive voice response; mobile communications.

DOI: 10.1504/IJSOM.2011.040321

International Journal of Services and Operations Management, 2011 Vol.9 No.1, pp.52 - 59

Published online: 11 Mar 2015 *

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