When should service firms provide free experience service?
When should service firms provide free experience service?
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DOI：
10.1016/j.ejor.2013.10.036
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发表时间：
2014-05
期刊：
影响因子：
--
通讯作者：
Wenhui Zhou;Z. Lian;Jinbiao Wu
中科院分区：
文献类型：
--
作者：
Wenhui Zhou;Z. Lian;Jinbiao Wu
通过提供免费体验服务，服务公司可以吸引更多不知情的客户。然而，它可能会反过来影响对延迟敏感、知情的客户的决定。本文研究了一种具有免费体验服务的优先权系统。在推导出顾客期望等待时间的基础上，研究了均衡状态下的顾客行为。然后，我们构建了服务企业的收益函数，并获得了服务企业的最优策略。研究结果显示，当知情顾客的市场规模相对较小时，厂商应考虑为不知情顾客提供免费体验服务。相反，如果潜在知情客户的需求率很高，企业应该忽略不知情客户。
By providing a free experience service, a service firm can attract more uninformed customers. However, it could reversely effect the delay-sensitive, informed customers’ decision. In this paper, we study a priority queueing system with free experience services. We study the customer behavior in equilibrium after we derive the expected customer waiting time. We then construct the service firm’s revenue function and obtain an optimal strategy for the service firm. Our results suggest that when the market size of informed customers is relatively small, the firm should consider providing free experience services for uninformed customers. Conversely, if the demand rate of potential informed customers is quite high, the firm should ignore uninformed customers.