A Psychological Perspective on Service Segmentation Models: The Significance of Accounting for Consumers’ Perceptions of Waiting and Service

DOI10.1287/MNSC.41.11.1806MaRDI QIDQ4887761zbMATH OpenOpenAlexFDO

Authors Ziv Carmon, J. George Shanthikumar, Tali F. Carmon

Publication date 5 August 1996

Published in Management Science (Search for Journal in Brave)

Full work available at URL https://digitalcommons.calpoly.edu/cgi/viewcontent.cgi?article=1075&context=ime_fac

zbMATH Keywords

waiting costpsychological cost of waitingservice orderingservice schemes

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Recommendations

• Differential queuing strategy considering customer time sensitivity
• An extension of Osuna's model to observable queues
• Balancing herding and congestion in service systems: a queueing perspective
• Capacity and price setting for dispersed, time-sensitive customer segments
• Quantitative fairness for assessing perceived service quality in queues

Cited in

(9)

• Optimization of express line performance: numerical examination and management considerations
• Design of manufacturing systems using queueing models
• Comparison of customer balking and reneging behavior to queueing theory predictions: An experimental study
• An extension of Osuna's model to observable queues
• Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach
• Strategic behavior in queues with the effect of the number of customers behind
• An \(M/M/c\) queue with queueing-time dependent service rates
• Staffing to maximize profit for call centers with impatient and repeat-calling customers
• Joint demand and capacity management in a restaurant system

This page was built for publication: A Psychological Perspective on Service Segmentation Models: The Significance of Accounting for Consumers’ Perceptions of Waiting and Service

Report a bug (only for logged in users!)Click here to report a bug for this page (MaRDI item Q4887761)