“We Will Be Right with You”: Managing Customer Expectations with Vague Promises and Cheap Talk
Published Online:1 Dec 2011https://doi.org/10.1287/opre.1110.0976
References
- Incentive-compatible revenue management in queueing systems: Optimal strategic idleness and other delaying tactics. (2004) . Working paper, Kellogg School of Management, Northwestern University, Evanston, ILGoogle Scholar
- Managing customer expectations and priorities in service systems. (2009) . Working paper, Kellogg School of Management, Northwestern University, Evanston, ILGoogle Scholar
- Buying from the babbling retailer? The impact of availability information on customer behavior. Management Sci. (2011a) 57(4):713–726Link, Google Scholar
- The impact of delaying the delay announcements. Oper. Res. (2011b) 59(5):1198–1210Link, Google Scholar
- Competition in service industries. Oper. Res. (2007) 55(1):37–55Link, Google Scholar
- Contact centers with a call-back option and real-time delay information. Oper. Res. (2004a) 52(4):527–545Link, Google Scholar
- On customer contact centers with a call-back option: Customer decisions, routing rules, and system design. Oper. Res. (2004b) 52(2):271–292Link, Google Scholar
- The impact of delay announcements in many-server queues with abandonment. Oper. Res. (2009) 57(1):66–81Link, Google Scholar
- Information transmission in debate. Amer. J. Political Sci. (1990) 34(1):124–152Crossref, Google Scholar
- Selecting cheap-talk equilibria. Econometrica (2008) 76(1):117–136Crossref, Google Scholar
- Strategic information transmission. Econometrica (1982) 50(6):1431–1451Crossref, Google Scholar
- The value of sharing lead time information. IIE Trans. (2006) 38(3):171–183Crossref, Google Scholar
- Cheap talk. J. Econom. Perspect. (1996) 10(3):103–118Crossref, Google Scholar
- Analysis and comparison of queues with different levels of delay information. Management Sci. (2007) 53(6):962–970Link, Google Scholar
- Consumer information in markets with random product quality: The case of queues and balking. Econometrica (1986) 54(5):1185–1195Crossref, Google Scholar
- To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems (2003) (Kluwer Academic Publishers, Boston) Crossref, Google Scholar
- Bias optimality in controlled queueing systems. J. Appl. Probab. (1998) 35(1):136–150Crossref, Google Scholar
- Call centers with delay information: Models and insights. Manufacturing Service Oper. Management (2011) 13(4):534–548Link, Google Scholar
- Individual and social optimization in a multi-server queue with general cost-benefit structure. Econometrica (1972) 40(3):515–528Crossref, Google Scholar
- The regulation of queue size by levying tolls. Econometrica (1969) 37(1):15–24Crossref, Google Scholar
- Cheap talk games may have unique, informative equilibrium outcomes. Games Econom. Behav. (1992) 4(3):422–425Crossref, Google Scholar

