Managing Customer Expectations and Priorities in Service Systems
Published Online:3 Aug 2017https://doi.org/10.1287/mnsc.2017.2785
References
- (2013) Incentive-compatible revenue management in queueing systems: Optimal strategic delay. Manufacturing Service Oper. Management 15(3):423–443.Link, Google Scholar
- (2011) “We will be right with you”: Managing customer expectations with vague promises and cheap talk. Oper. Res. 59(6):1382–1394.Link, Google Scholar
- (1999) Constrained Markov Decision Processes, Vol. 7 (CRC Press, Boca Raton, FL).Google Scholar
- (2009) Priority assignment under imperfect information on customer type identities. Manufacturing Service Oper. Management 11(4):674–693.Link, Google Scholar
- (2009) The impact of delay announcements in many-server queues with abandonment. Oper. Res. 57(1):66–81.Link, Google Scholar
- (2012) Dynamic Programming and Optimal Control, Vol. 2 (Athena Scientific, Belmont, MA).Google Scholar
- (1985) Optimal policies for controlled Markov chains with a constraint. J. Math. Anal. Appl. 112(1):236–252.Crossref, Google Scholar
- (2005) Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. 100(469):36–50.Crossref, Google Scholar
- (2000) Optimal admission control and sequencing in a make-to-stock/make-to-order production system. Oper. Res. 48(5):709–720.Link, Google Scholar
- (2013) Prioritizing burn-injured patients during a disaster. Manufacturing Service Oper. Management 15(2):170–190.Link, Google Scholar
- (2007) Individual, class-based, and social optimal admission policies in two-priority queues. Stochastic Models 23(1):97–127.Crossref, Google Scholar
- (1982) Strategic information transmission. Econometrica 50(6):1431–1451.Crossref, Google Scholar
- (2003) A call-routing problem with service-level constraints. Oper. Res. 51(2):255–271.Link, Google Scholar
- (2007) Analysis and comparison of queues with different levels of delay information. Management Sci. 53(6):962–970.Link, Google Scholar
- (1986) Consumer information in markets with random product quality: The case of queues and balking. Econometrica 54(5):1185–1195.Crossref, Google Scholar
- (2012) Foundations of Non-Stationary Dynamic Programming with Discrete Time Parameter, Vol. 33 (Springer Science & Business Media, Berlin/Heidelberg, Germany).Google Scholar
- (2018) Efficient ignorance: Information heterogeneity in a queue. Management Sci. 64(6):2650–2671.Link, Google Scholar
- (2009) Real-time delay estimation in overloaded multiserver queues with abandonments. Management Sci. 55(10):1729–1742.Link, Google Scholar
- (2015) Call center delay announcement using a newsvendor-like performance criterion. Production Oper. Management 24(4):587–604.Crossref, Google Scholar
- (1972) Individual and social optimization in a multiserver queue with a general cost-benefit structure. Econometrica 40(3):515–528.Crossref, Google Scholar
- (2013) Data-stories about (im)patient customers in tele-queues. Queueing Systems 75(2–4):115–146.Crossref, Google Scholar
- (1990) Optimal incentive-compatible priority pricing for the M/M/1 queue. Oper. Res. 38(5):870–883.Link, Google Scholar
- (1969) The regulation of queue size by levying tolls. Econometrica 37(1):15–24.Crossref, Google Scholar
- (2014) Markov Decision Processes: Discrete Stochastic Dynamic Programming (John Wiley & Sons, New York).Google Scholar
- (1981) Optimal control for entry of many classes of customers to an M/M/1 queue. Naval Res. Logist. Quart. 28(3):489–495.Crossref, Google Scholar
- (2001) Computing average optimal constrained policies in stochastic dynamic programming. Probab. Engrg. Informational Sci. 15(01):103–133.Crossref, Google Scholar
- (1956) Various optimizers for single-stage production. Naval Res. Logist. Quart. 3(1–2):59–66.Crossref, Google Scholar
- (1999) Improving service by informing customers about anticipated delays. Management Sci. 45(2):192–207.Link, Google Scholar
- (2017) How do delay announcements shape customer behavior? An empirical study. Management Sci. 63(1):1–20.Link, Google Scholar

