Pooling Agents for Customer-Intensive Services

References

• Alizamir S, de Véricourt F, Sun P (2013) Diagnostic accuracy under congestion. Management Sci. 59(1):157–171.Link, Google Scholar
• Anand KS, Paç MF, Veeraraghavan S (2011) Quality–speed conundrum: Trade-offs in customer-intensive services. Management Sci. 57(1):40–56.Link, Google Scholar
• Armony M, Roels G, Song H (2021) Pooling queues with strategic servers: The effects of customer ownership. Oper. Res. 69(1):13–29.Link, Google Scholar
• Azar OH (2003) The implications of tipping for economics and management. Internat. J. Soc. Econom. 30(10):1084–1094.Crossref, Google Scholar
• Azar OH (2005) Who do we tip and why? An empirical investigation. Appl. Econom. 37(16):1871–1879.Crossref, Google Scholar
• Azar OH (2007) The social norm of tipping: A review. J. Appl. Soc. Psych. 37(2):380–402.Crossref, Google Scholar
• Barkan R, Erev I, Zinger E, Tzach M (2004) Tip policy, visibility and quality of service in cafés. Tourism Econom. 10(4):449–464.Crossref, Google Scholar
• Benjaafar S (1995) Performance bounds for the effectiveness of pooling in multi-processing systems. Eur. J. Oper. Res. 87(2):375–388.Crossref, Google Scholar
• Bonin H, Dohmen T, Falk A, Huffman D, Sunde U (2007) Cross-sectional earnings risk and occupational sorting: The role of risk attitudes. Labour Econom. 14(6):926–937.Crossref, Google Scholar
• Brown L, Gans N, Mandelbaum A, Sakov A, Shen H, Zeltyn S, Zhao L (2005) Statistical analysis of a telephone call center. J. Amer. Statist. Assoc. 100(469):36–50.Crossref, Google Scholar
• Buell RW, Norton MI (2011) The labor illusion: How operational transparency increases perceived value. Management Sci. 57(9):1564–1579.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
• Cachon GP, Zhang F (2007) Obtaining fast service in a queueing system via performance-based allocation of demand. Management Sci. 53(3):408–420.Link, Google Scholar
• Cattani K, Schmidt GM (2005) The pooling principle. INFORMS Trans. Ed. 5(2):17–24.Link, Google Scholar
• Chan TY, Li J, Pierce L (2014a) Compensation and peer effects in competing sales teams. Management Sci. 60(8):1965–1984.Link, Google Scholar
• Chan CW, Yom-Tov G, Escobar G (2014b) When to use speedup: An examination of service systems with returns. Oper. Res. 62(2):462–482.Link, Google Scholar
• Che YK, Yoo SW (2001) Optimal incentives for teams. Amer. Econom. Rev. 91(3):525–541.Crossref, Google Scholar
• Debo L, Veeraraghavan S (2014) Equilibrium in queues under unknown service times and service value. Oper. Res. 62(1):38–57.Link, Google Scholar
• Delasay M, Ingolfsson A, Kolfal B, Schultz K (2019) Load effect on service times. Eur. J. Oper. Res. 279(3):673–686.Crossref, Google Scholar
• de Véricourt F, Zhou YP (2005) Managing response time in a call-routing problem with service failure. Oper. Res. 53(6):968–981.Link, Google Scholar
• Dong J, Feldman P, Yom-Tov GB (2015) Service systems with slowdowns: Potential failures and proposed solutions. Oper. Res. 63(2):305–324.Link, Google Scholar
• Gilbert SM, Weng ZK (1998) Incentive effects favor nonconsolidating queues in a service system: The principal-agent perspective. Management Sci. 44(12-part-1):1662–1669.Google Scholar
• Hassin R (2016) Rational Queueing (CRC Press, Taylor and Francis Group, Boca Raton, FL).Crossref, Google Scholar
• Hassin R, Haviv M (2003) To Queue Or Not to Queue: Equilibrium Behavior in Queueing Systems (Kluwer Academic Publishers, Boston).Crossref, Google Scholar
• Holmstrom B (1982) Moral hazard in teams. Bell J. Econom. 13(2):324–340.Crossref, Google Scholar
• Hopp WJ, Iravani SMR, Yuen GY (2007) Operations systems with discretionary task completion. Management Sci. 53(1):61–77.Link, Google Scholar
• Janzer C (2018) What you need to know about tip pooling laws. Upserve (May 23), https://upserve.com/restaurant-insider/need-know-tip-pooling-laws-restaurants/.Google Scholar
• Jouini O, Dallery Y, Nait-Abdallah R (2008) Analysis of the impact of team-based organizations in call center management. Management Sci. 54(2):400–414.Link, Google Scholar
• Kalai E, Kamien MI, Rubinovitch M (1992) Optimal service speeds in a competitive environment. Management Sci. 38(8):1154–1163.Link, Google Scholar
• KC DS, Terwiesch C (2009) Impact of workload on service time and patient safety: An econometric analysis of hospital operations. Management Sci. 55(9):1486–1498.Link, Google Scholar
• KC DS, Terwiesch C (2012) An econometric analysis of patient flows in the cardiac intensive care unit. Manufacturing Service Oper. Management 14(1):50–65.Link, Google Scholar
• Kostami V, Rajagopalan S (2014) Speed-quality trade-offs in a dynamic model. Manufacturing Service Oper. Management 16(1):104–118.Link, Google Scholar
• Larkin I, Pierce L, Gino F (2012) The psychological costs of pay-for-performance: Implications for the strategic compensation of employees. Strategic Management J. 33(10):1194–1214.Crossref, Google Scholar
• Lazear EP, Shaw KL (2007) Personnel economics: The economist’s view of human resources. J. Econom. Perspect. 21(4):91–114.Crossref, Google Scholar
• Li X, Guo P, Lian Z (2016) Quality-speed competition in customer-intensive services with boundedly rational customers. Production Oper. Management 25(11):1885–1901.Crossref, Google Scholar
• Lin I, Namasivayam K (2011) Understanding restaurant tipping systems: A human resources perspective. Internat. J. Contemporary Hospital Management 23:923–940.Crossref, Google Scholar
• Mandelbaum A, Reiman MI (1998) On pooling in queueing networks. Management Sci. 44(7):971–981.Link, Google Scholar
• McAfee RP, McMillan J (1991) Optimal contracts for teams. Internat. Econom. Rev. 32(3):561–577.Crossref, Google Scholar
• Mckirdy T (2019) Understanding how pooled tipping works, and why not everyone is a fan. Vinepair (October 16), https://vinepair.com/articles/pooled-tips-bartenders-restaurant/.Google Scholar
• Naor P (1969) The regulation of queue size by levying tolls. Econometrica 37(1):15–24.Crossref, Google Scholar
• Rafaeli A, Barron G, Haber K (2002) The effects of queue structure on attitudes. J. Service Res. 5(2):125–139.Crossref, Google Scholar
• Rayo L (2007) Relational incentives and moral hazard in teams. Rev. Econom. Stud. 74(3):937–963.Crossref, Google Scholar
• Rothkopf MH, Rech P (1987) Perspectives on queues: Combining queues is not always beneficial. Oper. Res. 35(6):906–909.Link, Google Scholar
• Rubinovitch M (1985) The slow server problem: A queue with stalling. J. Appl. Probab. 22(4):879–892.Crossref, Google Scholar
• Shunko M, Niederhoff J, Rosokha Y (2018) Humans are not machines: The behavioral impact of queueing design on service time. Management Sci. 64(1):453–473.Link, Google Scholar
• Siemsen E, Balasubramanian S, Roth AV (2007) Incentives that induce task-related effort, helping, and knowledge sharing in workgroups. Management Sci. 53(10):1533–1550.Link, Google Scholar
• Smith DR, Whitt W (1981) Resource sharing for efficiency in traffic systems. Bell System Tech. J. 60(1):39–55.Crossref, Google Scholar
• Song H, Tucker AL, Murrell KL (2015) The diseconomies of queue pooling: An empirical investigation of emergency department length of stay. Management Sci. 61(12):3032–3053.Link, Google Scholar
• Sunar N, Tu Y, Ziya S (2021) Pooled vs. dedicated queues when customers are delay-sensitive. Management Sci. 67(6):3785–3802.Link, Google Scholar
• Tan TF, Netessine S (2014) When does the devil make work? An empirical study of the impact of workload on worker productivity. Management Sci. 60(6):1574–1593.Link, Google Scholar
• Tan TF, Staats BR (2020) Behavioral drivers of routing decisions: Evidence from restaurant table assignment. Production Oper. Management 29(4):1050–1070.Crossref, Google Scholar
• Tong C, Rajagopalan S (2014) Pricing and operational performance in discretionary services. Production Oper. Management 23(4):689–703.Crossref, Google Scholar
• van Dijk NM, van der Sluis E (2008) To pool or not to pool in call centers. Production Oper. Management 17(3):296–305.Crossref, Google Scholar
• van Dijk N, van der Sluis E (2009) Pooling is not the answer. Eur. J. Oper. Res. 197(1):415–421.Crossref, Google Scholar
• Wang J, Zhou YP (2018) Impact of queue configuration on service time: Evidence from a supermarket. Management Sci. 64(7):3055–3075.Link, Google Scholar
• Wang X, Debo LG, Scheller-Wolf A, Smith SF (2010) Design and analysis of diagnostic service centers. Management Sci. 56(11):1873–1890.Link, Google Scholar
• Wee KE, Iyer A (2011) Consolidating or non-consolidating queues: A game theoretic queueing model with holding costs. Oper. Res. Lett. 39(1):4–10.Crossref, Google Scholar
• Wessels WJ (1997) Minimum wages and tipped servers. Econom. Inquiry 35(2):334–349.Crossref, Google Scholar
• Zhan D, Ward AR (2019) Staffing, routing, and payment to trade off speed and quality in large service systems. Oper. Res. 67(6):1738–1751.Link, Google Scholar