Managing Discretionary Services: A Review and Research Opportunities  

作　　者：Xiaofang Wang Rongyi Huang Junguang Gao Laurens G.Debo 

机构地区：[1]School of Business,Renmin University of China,Beijing,100872,China [2]Business School,Beijing Technology and Business University,Beijing,100038,China [3]Tuck School of Business,Dartmouth College,Hanover,NH,03755,USA

出　　处：《Journal of Systems Science and Systems Engineering》2021年第1期1-16,共16页系统科学与系统工程学报（英文版）

基　　金：supported by the National Natural Science Foundation of China under grant number 72071204;the Open Research Fund of Collaborative Innovation Centre for State-owned Assets Administration,Beijing Technology and Business University under grant number BTBUGZGL201903;Beijing social science funds under grant number 17GLB011.

摘　　要：Discretionary services typically refer to professional work and complex service work by physicians,software developers,web designers,lawyers,or financial analysts,where there are no standard working processes and customer perceived quality of service increases with the time spent on it.Recently,research on these services,especially the corresponding speed-quality tradeoff problem,has gained more and more attention.This paper reviews both the analytical models and the empirical studies in this area,highlighting their contributions and pointing out potential directions for future research.

关 键 词：Discretionary service speed-quality TRADEOFF QUEUEING 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]