基于分类服务机制的可预约排队系统设计和服务定价研究  

Research on the Service Design and Pricing of Appointment-Generated Queuing Service Based on Classification Service

作　　者：姜涛 路兴政 刘露 黄甫 JIANG Tao;LU Xing-zheng;LIU Lu;HUANG Fu(College of Economics and Management,Shandong University of Science and Technology,Qingdao 266590,China;School of Economics and Management,Huizhou University,Huizhou 516007,China)

机构地区：[1]山东科技大学经济管理学院,山东青岛266590 [2]惠州学院经济管理学院,广东惠州516007

出　　处：《运筹与管理》2022年第10期113-119,共7页Operations Research and Management Science

基　　金：国家自然科学基金资助项目(12001329,71902105);山东省自然科学基金资助项目(ZR2019BG014);广东省哲学社会科学规划项目(GD20CGL38);山东科技大学人才引进科研启动基金资助项目(2019RCJJ016)。

摘　　要：采取合理有效的服务机制和服务定价是确保服务型企业持续有效运行的重要方式,服务提供商设计合理的服务策略可以使得服务收益达到最优。本文以服务可预约的排队系统为研究背景,对服务提供商分类服务机制选择和服务定价策略进行研究。通过考虑由两种服务策略下顾客之间的平均等待时间的对比和顾客等待厌恶心理参数形成的全新顾客服务效用模型,给出服务提供商在不同服务机制下的最优服务策略以及顾客市场规模对其服务策略选择的影响。研究表明,当预约顾客的市场规模相对较小时,服务提供商可以采取分类服务机制,即同时服务预约顾客和未预约顾客以增加服务收益,反之亦然。此外,预约顾客等待厌恶程度能够显著增大服务提供商的服务定价。Reasonable service mechanism design and service pricing strategy are important ways to ensure the efficient operation of service enterprises.By designing reasonable service strategy,service provider can achieve the optimal service revenue.This paper takes the appointment-generated queuing service as the research background,studies the service mechanism selection and optimal pricing strategy of service provider.The paper considers a new customer service utility model which is formed by comparing the average waiting time between customers under two service strategies and the psychological parameters of customers’ waiting aversion,and then,obtains the optimal service strategy under different service mechanism,as well as the influence of the market size of scheduled customers on service strategy selection.The results show that when the market size of scheduled customers is relatively small,the appointment-generated service provider can adopt a classified service mechanism and choose to serve both scheduled customers and walk-in customers to increase the service revenue,and vice versa.In addition,the degree of waiting aversion of scheduled customers can increase the optimal price.

关 键 词：服务可预约 顾客分类 服务策略 等待厌恶 

分 类 号：O226[理学—运筹学与控制论] F224.34[理学—数学]