When should service firms provide free experience service?

Wenhui Zhou, Zhaotong Lian and Jinbiao Wu

European Journal of Operational Research, 2014, vol. 234, issue 3, 830-838

Abstract: By providing a free experience service, a service firm can attract more uninformed customers. However, it could reversely effect the delay-sensitive, informed customers’ decision. In this paper, we study a priority queueing system with free experience services. We study the customer behavior in equilibrium after we derive the expected customer waiting time. We then construct the service firm’s revenue function and obtain an optimal strategy for the service firm. Our results suggest that when the market size of informed customers is relatively small, the firm should consider providing free experience services for uninformed customers. Conversely, if the demand rate of potential informed customers is quite high, the firm should ignore uninformed customers.

Keywords: Queueing; Revenue management; OR in service industries; Experience service; Delay-sensitive (search for similar items in EconPapers)
Date: 2014
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ejores:v:234:y:2014:i:3:p:830-838

DOI: 10.1016/j.ejor.2013.10.036

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