服务系统中顾客作为直接参与者，其排队行为受到多种心理因素的联合作用，在具体的排队问题中，表现出独特的行为特性。本研究将结合多种心理因素联合作用下顾客的行为建模，研究这些行为特性对服务系统性能表现的影响，进而探索能够动态适应顾客行为变动性的系统决策方案。本研究将首先针对具体排队问题中从众、风险规避、后悔等心理与不耐烦心理的联合作用，进行排队行为建模，探讨能够平衡模型对行为的刻画精度要求与进行决策分析的可行性要求的行为建模方法；进一步，将行为模型与排队模型结合，利用排队系统性能分析和博弈分析方法，探讨同质顾客系统中应对顾客行为变动性的信息决策和动态能力、定价决策；最后，本研究将拓展探讨顾客信息异质和行为异质对系统决策的影响，并针对实际问题给出具体的系统决策方案。本研究一方面将为解决广泛存在于餐饮、医疗等服务领域的排队问题提供依据，另一方面为更为复杂的多种心理因素联合作用的排队研究提供基础。

In most of the service systems, since customers participate in the service process directly, their queuing behaviors are jointly affected by a variety of psychological factors, and will display distinct behavior characteristics in specific queuing problems. The project will develop behavior models for queuing behaviors influenced by multiple psychological factors, and study the impact of these behavior characteristics on service system's operation performance. Thereafter we are going to explore suitable system management strategies/schemes which can dynamically adapt to changeable customer behaviors. To begin with, the project will construct queuing behavior models of impatience in combination with Following The Crowed, Risk Aversion, Regret and some other customer psychological characteristics, and investigate queuing behavior modeling method that can keep balance between the precision of behavior description and the feasibility of decision analysis; Further, this study will construct queuing models based on behavior models and apply the queuing method and game theory method to study the general rule of information design and dynamic capacity and price strategy. Finally, this research will expand to investigate the effect of customer information heterogeneity and behavior heterogeneity on the decision of the systems, and provide suggestions for real problems. The objective of the study, on the one hand, will provide the management suggestions for restaurant, heath care and other service systems. On the other hand, the project will form general ideas for solving queuing problems affected by a combination of multiple psychological factors and provide foundation for more complex queuing behavior researches.