The Reference Effect of Delay Announcements: A Field Experiment

References

• Abdellaoui M, Kemel E (2013) Eliciting prospect theory when consequences are measured in time units: “Time is not money.” Management Sci. 60(7):1844–1859.Link, Google Scholar
• Aflaki S, Popescu I (2013) Managing retention in service relationships. Management Sci. 60(2):415–433.Link, Google Scholar
• Aksin Z, Ata B, Emadi S, Su C (2013) Structural estimation of callers’ delay sensitivity in call centers. Management Sci 59(12):2727–2746.Link, Google Scholar
• Akşin Z, Ata B, Emadi SM, Su C-L (2016) Impact of delay announcements in call centers: An empirical approach. Oper. Res. 65(1):242–265.Link, Google Scholar
• Allen EJ, Dechow PM, Pope DG, Wu G (2017) Reference-dependent preferences: Evidence from marathon runners. Management Sci. 63(6):1657–1672.Link, Google Scholar
• Allon G, Bassamboo A, Gurvich I (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
• Armony M, Shimkin N, Whitt W (2009) The impact of delay announcements in many-server queues with abandonment. Oper. Res. 57(1):66–81.Link, Google Scholar
• Barberis NC (2013) Thirty years of prospect theory in economics: A review and assessment. J. Econom. Perspect. 27(1):173–195.Crossref, Google Scholar
• Baron O, Hu M, Najafi-Asadolahi S, Qian Q (2015) Newsvendor selling to loss-averse consumers with stochastic reference points. Manufacturing Service Oper. Management 17(4):456–469.Link, Google Scholar
• Bayati M, Kwasnick S, Luo D, Plambeck E (2017) Low-acuity patients delay high-acuity patients in an emergency department. Working paper no. 3281, Stanford Graduate School of Business, Stanford, CA.Google Scholar
• Braden DJ, Freimer M (1991) Informational dynamics of censored observations. Management Sci. 37(11):1390–1404.Link, Google Scholar
• Brown L, Gans N, Mandelbaum A, Sakov A, Shen H, Zeltyn S, Zhao L (2005) Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. 100(469):36–50.Crossref, Google Scholar
• Buell RW, Porter E, Newton MI (2020) Surfacing the submerged state: Operational transparency increases trust in and engagement with government. Manufacturing Service Oper. Management, ePub ahead of print September 3, https://doi.org/10.1287/msom.2020.0877.Google Scholar
• Burnham KP, Anderson D (2002) Model Selection and Multimodel Inference: A Practical Information-Theoretic Approach, 2nd ed. (Springer, Berlin), 70–72.Google Scholar
• Burnham KP, Anderson DR (2004) Multimodel inference: Understanding AIC and BIC in model selection. Sociol. Methods Res. 33(2):261–304.Crossref, Google Scholar
• Crawford VP, Meng J (2011) New York City cab drivers’ labor supply revisited: Reference-dependent preferences with rational expectations targets for hours and income. Amer. Econom. Rev. 101(5):1912–1932.Crossref, Google Scholar
• Dong J, Yom-Tov E, Yom-Tov GB (2019) The impact of delay announcements on hospital network coordination and waiting times. Management Sci. 65(5):1969–1994.Google Scholar
• El-Gamal MA, Grether DM (1995) Are people Bayesian? Uncovering behavioral strategies. J. Amer. Statist. Assoc. 90(432):1137–1145.Crossref, Google Scholar
• Emadi SM, Swaminathan JM (2018) Customer learning in call centers from previous waiting experiences. Oper. Res. 66(5):1433–1456.Link, Google Scholar
• Erdem T, Keane MP (1996) Decision-making under uncertainty: Capturing dynamic brand choice processes in turbulent consumer goods markets. Marketing Sci. 15(1):1–20.Link, Google Scholar
• Gans N, Koole G, Mandelbaum A (2003) Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management 5(2):79–141.Link, Google Scholar
• Guo P, Zipkin P (2007) Analysis and comparison of queues with different levels of delay information. Management Sci. 53(6):962–970.Link, Google Scholar
• Hassin R (1986) Consumer information in markets with random product quality: The case of queues and balking. Econometrica 54(5):1185–1195.Crossref, Google Scholar
• Ho TH, Zheng Y-S (2004) Setting customer expectation in service delivery: An integrated marketing-operations perspective. Management Sci. 50(4):479–488.Link, Google Scholar
• Hu M, Li Y, Wang J (2018) Efficient ignorance: Information heterogeneity in a queue. Management Sci. 64(6):2650–2671.Google Scholar
• Ibrahim R, Whitt W (2009) Real-time delay estimation in overloaded multiserver queues with abandonments. Management Sci. 55(10):1729–1742.Link, Google Scholar
• Kahneman D, Tversky A (1979) Prospect theory: An analysis of decision under risk. Econometrica 47(2):263–291.Crossref, Google Scholar
• Kaplan EL, Meier P (1958) Nonparametric estimation from incomplete observations. J. Amer. Statist. Assoc. 53(282):457–481.Crossref, Google Scholar
• Kim Y, Lee J (2001) On posterior consistency of survival models. Ann. Statist. 29(3):666–686.Crossref, Google Scholar
• Kohavi R (1995) A study of cross-validation and bootstrap for accuracy estimation and model selection. Internat. J. Appl. Inform. Comm. Engrg. 14:1137–1145.Google Scholar
• Kőszegi B, Rabin M (2006) A model of reference-dependent preferences. Quart. J. Econom. 121(4):1133–1165.Crossref, Google Scholar
• Leclerc F, Schmitt BH, Dubé L (1995) Waiting time and decision making: Is time like money? J. Consumer Res. 22(1):110–119.Crossref, Google Scholar
• McCutcheon AL (1987) Latent Class Analysis, vol. 64, Quantitative Applications in the Social Sciences (SAGE Publications, Inc., Newbury Park, CA).Crossref, Google Scholar
• Nasiry J, Popescu I (2011) Dynamic pricing with loss-averse consumers and peak-end anchoring. Oper. Res. 59(6):1361–1368.Link, Google Scholar
• Popescu I, Wu Y (2007) Dynamic pricing strategies with reference effects. Oper. Res. 55(3):413–429.Link, Google Scholar
• Roels G, Su X (2013) Optimal design of social comparison effects: Setting reference groups and reference points. Management Sci. 60(3):606–627.Link, Google Scholar
• Tereyağoğlu N, Fader PS, Veeraraghavan SK (2018) Multiattribute loss aversion and reference dependence: Evidence from the performing arts industry. Management Sci. 64(1):421–436.Link, Google Scholar
• Webb E, Yu Q, Bretthauer K (2019) Linking delay announcements, abandonment, and service time: A behavioral perspective. Research paper, Kelley School of Business, Indiana University, Bloomington, Indiana.Google Scholar
• Whitt W (1999) Improving service by informing customers about anticipated delays. Management Sci. 45(2):192–207.Link, Google Scholar
• Yang L, De Vericourt F, Sun P (2013) Time-based competition with benchmark effects. Manufacturing Service Oper. Management 16(1):119–132.Link, Google Scholar
• Yang L, Guo P, Wang Y (2014) Service pricing with loss averse customers. Preprint, submitted April 2, https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2418303.Google Scholar
• Yu Q, Allon G, Bassamboo A (2017) How do delay announcements shape customer behavior? An empirical study. Management Sci. 63(1):1–20.Link, Google Scholar
• Yu Q, Allon G, Bassamboo A, Iravani S (2018) Managing customer expectations and priorities in service systems. Management Sci. 64(8):3942–3970.Link, Google Scholar