基于普通顾客心理期望等待的分类服务策略及定价研究  

Priority Pricing Based on Expected Waiting Time of Customers in Queuing System

作　　者：徐勇 刘健[1] 张珣 刘思峰 XU Yong;LIU Jian;ZHANG Xun;LIU Sifeng(School of Economics and Management,Nanjing University of Science and Technology,Nanjing,Jiangsu 210094,China;School of Economics and Management,Nanjing University of Aeronautics and Astronautics,Nanjing,Jiangsu 211106,China)

机构地区：[1]南京理工大学经济管理学院,江苏南京210094 [2]南京航空航天大学经济管理学院,江苏南京211106

出　　处：《工业工程与管理》2021年第6期154-162,共9页Industrial Engineering and Management

基　　金：国家自然科学基金资助项目(71671092);国家重点研发计划政府间国际科技创新合作重点专项资助项目(2016YFE0108000);江苏省博士后科研资助计划资助项目(1501040A)。

摘　　要：由于顾客的异质性(单位时间等待成本不同),服务提供商通常对顾客采取分类服务,然而分类服务的本质是通过增加普通顾客的等待时间来减少优先权顾客的等待时间。在排队过程中,顾客往往会存在一个心理期望等待时间,该期望会影响顾客在服务系统中的流动,从而对企业的收益产生影响。本文以非抢占式M/M/1排队系统为背景,研究在分类服务系统中,普通顾客存在心理期望等待时间对企业收益的影响以及相应的分类服务最优定价。研究表明:在分类服务系统中,当普通顾客存在心理期望等待时间时,企业需要提高优先权定价以减少因普通顾客心理期望等待时间造成的企业损失来获得最大收益。本文的研究对于服务提供商考虑顾客心理期望等待时间的分类服务定价具有一定的指导意义和实际应用价值。Due to customer heterogeneity(waiting time costs are different),classification service to customers was typically adopted by the service providers.The classification service to customer′s essence was to reduce the waiting time of priority customers by increasing regular customers′waiting time.When customers joined to queue for services,they often had a psychological expectation on waiting time that affected customers′flow in the service system and thus impacted the revenue of the service providers.Based on the non-preemptive M/M/1 queuing system,The impact of the regular customer′s psychological expectation waiting time on the service providers′revenue and the corresponding optimal priority pricing,was studied.The result indicates that,in the classification service system,when the regular customers have expectation waiting time,the service provider should increase the priority pricing to reduce the company′s losses caused by the regular customer′s expected waiting time to get the optimal revenue.This research shows significant reference value and instructional significance for service providers who value customers′expected waiting time in service pricing.

关 键 词：排队论 心理期望等待时间 分类服务 定价 收益管理 

分 类 号：O226[理学—运筹学与控制论]