Signaling Service Quality Through Queue Disclosure
References
- (2007) The modern call-center: A multi-disciplinary perspective on operations management research. Production Oper. Management 16(6):665–688.Crossref, 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
- (2004a) Contact centers with a call-back option and real-time delay information. Oper. Res. 52(4):527–545.Link, Google Scholar
- (2004b) On customer contact centers with a call-back option: Customer decisions, routing rules, and system design. Oper. Res. 52(2):271–292.Link, Google Scholar
- (2009) The impact of delay announcements in many-server queues with abandonment. Oper. Res. 57(1):66–81.Link, Google Scholar
- (2007) Equilibrium customer strategies in a single server Markovian queue with setup times. Queueing Syst. 56(3–4):213–228.Crossref, Google Scholar
- (2004) Monopoly pricing when customers queue. IIE Trans. 36(6):1–13.Crossref, Google Scholar
- (2014) Equilibrium in queues under unknown service times and service value. Oper. Res. 62(1):38–57.Link, Google Scholar
- (2012) Signaling quality via queues. Management Sci. 58(5):876–891.Link, Google Scholar
- (2020) Signaling quality via long lines and uninformative prices. Manufacturing Service Oper. Management 22(3):513–527.Link, Google Scholar
- (1975) Congestion tolls for Poisson queueing processes. Econometrica 43(1):81–92.Crossref, Google Scholar
- (1986) Perfect sequential equilibrium. J. Econom. Theory 39(1):97–119.Crossref, Google Scholar
- (2011) Strategic behavior and social optimization in Markovian vacation queues. Oper. Res. 59(4):986–997.Link, Google Scholar
- (2007) Analysis and comparison of queues with different levels of delay information. Management Sci. 53(6):962–970.Link, Google Scholar
- (2022) Optimal queue length information disclosure when service quality is uncertain. Production Oper. Management 31(5):1912–1927.Crossref, 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
- (2007) Information and uncertainty in a queueing system. Probab. Engrg. Inform. Sci. 21(3):361–380.Crossref, Google Scholar
- (2016) Rational Queueing (Chapman and Hall/CRC, London).Crossref, Google Scholar
- (1994) Equilibrium strategies and the value of information in a two line queueing system with threshold jockeying. Stochastic Models 10(2):415–435.Crossref, Google Scholar
- (2003) To Queue or not to Queue: Equilibrium Behavior in Queueing Systems (Kluwer Academic Publishers, London).Crossref, Google Scholar
- (2017) The impact of inspection cost on equilibrium, revenue, and social welfare in a single-server queue. Oper. Res. 65(3):804–820.Link, Google Scholar
- (2018) Cascade equilibrium strategies in a two-server queueing system with inspection cost. Eur. J. Oper. Res. 267(3):1014–1026.Crossref, Google Scholar
- (2018) Efficient ignorance: Information heterogeneity in a queue. Management Sci. 64(6):2650–2671.Link, Google Scholar
- (2018) Sharing delay information in service systems: A literature survey. Queueing Syst. 89(1–2):49–79.Crossref, Google Scholar
- (2017) Does the past predict the future? The case of delay announcements in service systems. Management Sci. 63(6):1762–1780.Link, Google Scholar
- (2011) Bayesian persuasion. Amer. Econom. Rev. 101(6):2590–2615.Crossref, Google Scholar
- (2016) Inferring quality from wait time. Management Sci. 62(10):3023–3038.Link, Google Scholar
- (1982) Sequential equilibria. Econometrica 50(4):863–894.Crossref, Google Scholar
- (2019) Optimal signaling mechanisms in unobservable queues. Oper. Res. 67(5):1397–1416.Link, Google Scholar
- (1969) The regulation of queue size by levying tolls. Econometrica 37(1):15–24.Crossref, Google Scholar
- (2009) Joining longer queues: Information externalities in queue choice. Manuf. Serv. Oper. Manag. 11(4):543–562.Link, Google Scholar
- (2011) Herding in queues with waiting costs: Rationality and regret. Manufacturing Service Oper. Management 13(3):329–346.Link, Google Scholar
- (2020) Efficient inaccuracy: User-generated information sharing in a queue. Management Sci. 66(10):4648–4666.Link, Google Scholar
- (1999) Improving service by informing customers about anticipated delays. Management Sci. 45(2):192–207.Link, Google Scholar
- (2016) Strategic waiting for consumer-generated quality information: Dynamic pricing of new experience goods. Management Sci. 62(2):410–435.Link, Google Scholar
- (2017) How do delay announcements shape customer behavior? An empirical study. Management Sci. 63(1):1–20.Link, Google Scholar
- (2021) The reference effect of delay announcements: A field experiment. Management Sci. 67(12):7417–7437.Link, Google Scholar
- (2018) Managing customer expectations and priorities in service systems. Management Sci. 64(8):3942–3970.Link, Google Scholar

