Mean Service Metrics: Biased Quality Judgment and the Customer–Server Quality Gap

References

• Alcacer J, Delgado M (2016) Spatial organization of firms and location choices through the value chain. Management Sci. 62(11):3213–3234.Link, Google Scholar
• Alekseev A, Charness G, Gneezy U (2017) Experimental methods: When and why contextual instructions are important. J. Econom. Behav. Organ. 134:48–59.Crossref, Google Scholar
• Angus JE (1997) Classroom note: The inspection paradox inequality. SIAM Rev. 39(1):95–97.Crossref, Google Scholar
• Batt RJ, Terwiesch C (2016) Early task initiation and other load-adaptive mechanisms in the emergency department. Management Sci. 63(11):3531–3551.Link, Google Scholar
• Bolton GE, Katok E (2008) Learning by doing in the newsvendor problem: A laboratory investigation of the role of experience and feedback. Manufacturing Service Oper. Management 10(3):519–538.Link, Google Scholar
• Buell RW, Kim T, Tsay CJ (2017) Creating reciprocal value through operational transparency. Management Sci. 63(6):1673–1695.Link, Google Scholar
• Camerer CF, Ho TH, Chong JK (2004) A cognitive hierarchy model of games. Quart. J. Econom. 119(3):861–898.Crossref, Google Scholar
• Central Intelligence Agency (2017) The World Factbook 2017. Accessed October 18, 2018, https://www.cia.gov/library/publications/the-world-factbook/geos/us.html.Google Scholar
• Croson R, Donohue K (2006) Behavioral causes of the bullwhip effect and the observed value of inventory information. Management Sci. 52(3):323–336.Link, Google Scholar
• Cui TH, Zhang Y (2018) Cognitive hierarchy in capacity allocation games. Management Sci. 64(3):1250–1270.Link, Google Scholar
• Das Gupta A, Karmarkar US, Roels G (2015) The design of experiential services with acclimation and memory decay: Optimal sequence and duration. Management Sci. 62(5):1278–1296.Link, Google Scholar
• Dill DD, Soo M (2005) Academic quality, league tables, and public policy: A cross-national analysis of university ranking systems. Higher Ed. 49(4):495–533.Crossref, Google Scholar
• Epley N, Gilovich T (2006) The anchoring-and-adjustment heuristic: Why the adjustments are insufficient. Psych. Sci. 17(4):311–318.Crossref, Google Scholar
• Falk R, Lann A (2008) The allure of equality: Uniformity in probabilistic and statistical judgment. Cognitive Psych. 57(4):293–334.Crossref, Google Scholar
• Feiler DC, Kleinbaum AM (2015) Popularity, similarity, and the network extraversion bias. Psych. Sci. 26(5):593–603.Crossref, Google Scholar
• Feiler DC, Tong JD, Larrick RP (2013) Biased judgment in censored environments. Management Sci. 59(3):573–591.Link, Google Scholar
• Feld SL (1991) Why your friends have more friends than you do. Amer. J. Sociol. 96(6):1464–1477.Crossref, Google Scholar
• Feld SL, Grofman B (1977) Variation in class size, the class size paradox, and some consequences for students. Res. Higher Ed. 6(3):215–222.Crossref, Google Scholar
• Fiedler K (2000) Beware of samples! A cognitive-ecological sampling approach to judgment biases. Psych. Rev. 107(4):659–676.Crossref, Google Scholar
• Fiedler K, Juslin P (2006) Information Sampling and Adaptive Cognition (Cambridge University Press, New York).Google Scholar
• Fiedler K, Brinkmann B, Betsch T, Wild B (2000) A sampling approach to biases in conditional probability judgments: Beyond base rate neglect and statistical format. J. Experiment. Psych. General 129(3):399–418.Crossref, Google Scholar
• Fox CR, Clemen RT (2005) Subjective probability assessment in decision analysis: Partition dependence and bias toward the ignorance prior. Management Sci. 51(9):1417–1432.Link, Google Scholar
• Gans N, Knox G, Croson R (2007) Simple models of discrete choice and their performance in bandit experiments. Manufacturing Service Oper. Management 9(4):383–408.Link, Google Scholar
• Greene WH (2012) Econometric Analysis, 7th ed. (Prentice Hall, Upper Saddle River, NJ).Google Scholar
• Juslin P, Winman A, Hansson P (2007) The naïve intuitive statistician: A naïve sampling model of intuitive confidence intervals. Psych. Rev. 114(3):678–703.Crossref, Google Scholar
• Kareev Y (2000) Seven (indeed, plus or minus two) and the detection of correlations. Psych. Rev. 107(2):397–402.Crossref, Google Scholar
• Kremer M, Debo L (2016) Inferring quality from wait time. Management Sci. 62(10):3023–3038.Link, Google Scholar
• Kremer M, Minner S, Van Wassenhove LN (2010) Do random errors explain newsvendor behavior? Manufacturing Service Oper. Management 12(4):673–681.Link, Google Scholar
• Kremer M, Moritz B, Siemsen E (2011) Demand forecasting behavior: System neglect and change detection. Management Sci. 57(10):1827–1843.Link, Google Scholar
• Kremer M, Siemsen E, Thomas DJ (2016) The sum and its parts: Judgmental hierarchical forecasting. Management Sci. 62(9):2745–2764.Link, Google Scholar
• Kutner M (2014) How to game the college rankings. Boston Magazine (August 26), https://www.bostonmagazine.com/news/2014/08/26/how-northeastern-gamed-the-college-rankings/.Google Scholar
• Larrick RP, Soll JB (2008) The MPG illusion. Science 320(5883):1593–1594.Crossref, Google Scholar
• Leider S, Şahin Ö (2014) Contracts, biases, and consumption of access services. Management Sci. 60(9):2198–2222.Link, Google Scholar
• Massey C, Wu G (2005) Detecting regime shifts: The causes of under-and overreaction. Management Sci. 51(6):932–947.Link, Google Scholar
• Meredith M (2004) Why do universities compete in the ratings game? An empirical analysis of the effects of the U.S. News & World Report college rankings. Res. Higher Ed. 45(5):443–461.Crossref, Google Scholar
• Miller JB, Sanjurjo A (2018) Surprised by the hot hand fallacy? A truth in the law of small numbers. Econometrica 86(6):2019–2047.Crossref, Google Scholar
• Monks J, Ehrenberg RG (1999) U.S. News & World Report's college rankings: Why they do matter. Change 31(6):42–51.Google Scholar
• Morse R, Brooks E, Mason M (2017) How U.S. News calculated the 2018 best colleges rankings. Accessed October 18, 2018, https://www.usnews.com/education/best-colleges/articles/how-us-news-calculated-the-rankings.Google Scholar
• Narayanan A, Moritz BB (2015) Decision making and cognition in multi-echelon supply chains: An experimental study. Production Oper. Management 24(8):1216–1234.Crossref, Google Scholar
• Papanastasiou Y, Bakshi N, Savva N (2017) Scarcity strategies under quasi-Bayesian social learning. Working paper, University of California–Berkeley, Berkeley.Google Scholar
• Plambeck EL, Wang Q (2013) Implications of hyperbolic discounting for optimal pricing and scheduling of unpleasant services that generate future benefits. Management Sci. 59(8):1927–1946.Link, Google Scholar
• Quattrone GA (1982) Overattribution and unit formation: When behavior engulfs the person. J. Personality Soc. Psych. 42(4):593–607.Crossref, Google Scholar
• Ren Y, Croson R (2013) Overconfidence in newsvendor orders: An experimental study. Management Sci. 59(11):2502–2517.Link, Google Scholar
• Ross SM (2003) The inspection paradox. Probab. Engrg. Inform. Sci. 17(1):47–51.Crossref, Google Scholar
• Ross SM (2014) Introduction to Probability Models, 11th ed. (Elsevier, Oxford, UK).Google Scholar
• Schweitzer ME, Cachon GP (2000) Decision bias in the newsvendor problem with a known demand distribution: Experimental evidence. Management Sci. 46(3):404–420.Link, Google Scholar
• Singapore Ministry of Health (2018) Wait time for admission to ward. Accessed October 18, 2018, https://www.moh.gov.sg/content/moh_web/home/statistics/healthcare_institutionstatistics.html.Google Scholar
• Song H, Tucker AL, Murrell KL, Vinson DR (2017) Closing the productivity gap: Improving worker productivity through public relative performance feedback and validation of best practices. Management Sci. 64(6):2628–2649.Link, Google Scholar
• Song JS (1998) On the order fill rate in a multi-item, base-stock inventory system. Oper. Res. 46(6):831–845.Link, Google Scholar
• Stangl T, Thonemann UW (2017) Equivalent inventory metrics: A behavioral perspective. Manufacturing Service Oper. Management 19(3):472–488.Link, Google Scholar
• Su X (2008) Bounded rationality in newsvendor models. Manufacturing Service Oper. Management 10(4):566–589.Link, Google Scholar
• Tversky A, Kahneman D (1971) Belief in the law of small numbers. Psych. Bull. 76(2):105–110.Crossref, Google Scholar