基于排队系统的偏好差异性顾客服务策略分析  

Analysis of Service Policies with Preference Heterogeneity Customers Based on Queuing System

作　　者：李武强[1] 倪冠群[2] 许晓晴[1] LI Wu-qiang;NI Guan-qun;XU Xiao-qing(School of Economics and Management, Chang’an University, Xi’an 710064, China;School of Management, Fujian Agriculture and Forestry University, Fuzhou 350002, China)

机构地区：[1]长安大学经济与管理学院,陕西西安710064 [2]福建农林大学管理学院,福建福州350002

出　　处：《运筹与管理》2020年第8期89-97,共9页Operations Research and Management Science

基　　金：国家自然科学基金资助项目(71701022);陕西省自然科学基金(2019JQ500,2018JQ7002);中央高校基本科研业务费专项资金资助项目(300102230678)。

摘　　要：在服务商为不同偏好顾客提供差异性服务的排队系统中,其收益受到需求规模、顾客类型等因素影响,如何制定策略才能达到服务特定类型顾客并获取最大收益的目的?本文以服务时间与效果正相关的顾客密集型服务为背景,基于M/M/1模型对服务商为两种偏好顾客提供两种服务的情景进行研究,并将从偏好服务所获基准效用相对较低、较高的顾客分别定义为1类、2类顾客。结果表明,①随着潜在顾客规模的增加,最优策略所适用的3种基本策略依次为公平策略、优先服务2类顾客的策略以及仅服务2类顾客的排他性策略;②3种基本策略的适用范围仅与1类顾客的服务选择标准相关;③在优先服务某类顾客的策略中,有效到达速率及服务速度由另一类顾客的特征决定。In the queuing system where service providers provide differentiated services to customers with different preferences,the profits are affected by factors such as demand scale and customer type.How to develop a policy to achieve the goal of serving a specific type of customer and obtaining the maximum profits?Based on customer-intensive services in which service time and effectiveness are positively related,this paper studies the scenario where the service provider provides two services for two customers with different preferences on the basis of M/M/1 model,and classifies customers into type 1 and type 2 according to the low and high effects obtained from the preference service.The results show that,①As the potential customers arriving rate increases,the three basic policies applied to the optimal policy are,in order,the fair policy,the providing of priority service for type 2 customer policy,and the providing of exclusive service only for type 2 customer policy;②The scope of application of the three basic policies is related to the service selection criteria of the type 1 customers;③In the policy of providing priority service for certain type customers,the effective arrival rate and service rate are determined by the characteristics of the other type of customers.

关 键 词：服务运作 服务速度 M/M/1排队模型 差异性顾客 定价 

分 类 号：C934[经济管理—管理学] O226[理学—运筹学与控制论]