Innovative Priority Mechanisms in Service Operations
Theory and Applications
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A Brief Review of Research on Priority Queues with Self-Interested Customers
Priority queues are seen in a variety of real-world service applications such as theme parks, call centers, order deliveries, and government and healthcare services. Priority queues are often believed to impro...
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Chapter
Line-Sitting Services
Waiting in line is a common yet disagreeable experience for customers seeking service, and the desire to bypass a long line has spawned the innovative practice of line-sitting—instead of joining the queue them...
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Referral Priority Programs
This chapter presents a model of the referral priority program, an emerging business practice adopted by a growing number of technology companies that manage a wait list of customers. It enables existing custo...
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In-Queue Priority Purchase
The extant priority-purchasing literature has restricted attention to the case where the only epoch for customers to purchase priority is upon arrival, and if customers choose not to upgrade when they arrive, the...
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Chapter
Auctions for Trading Queueing Positions
The first-in, first-out (FIFO) queue discipline respects the order of arrivals but is not efficient when customers have heterogeneous waiting costs. Priority queues, in which customers with higher waiting cost...
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Queue Scal**
In addition to line-sitting, queue-scal** is also widely witnessed in congestion-prone service systems. Unlike true customers, queue-scalpers have no interest in the service being offered and enter the queue...
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Distance-Based Service Priority
Obtaining a service usually comes with both rewards and costs. For example, dining at a popular restaurant provides customers with a pleasant dining experience, but also incurs costs to them. The costs include...
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Chapter
Understanding Global Supply Chain and Resilience: Theory and Practice
This chapter summarizes the last 8 years of collaborative research of a global group of scholars on supply chain management and especially on how companies are dealing with uncertainties and disruptions. Start...
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Chapter
Product Design with the Triple Bottom Line
The triple bottom line, coined by the famed business writer John Elkington, consists of three elements—profit, people, and the planet. It maintains that companies should commit to focusing as much on environme...
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Creating Values with Operations and Analytics
A Tribute to the Contributions of Professor Morris Cohen
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Article
Open AccessIn-queue priority purchase: a dynamic game approach
Pay-for-priority is a common practice in congestion-prone service systems. The extant literature on this topic restricts attention to the case where the only epoch for customers to purchase priority is upon arriv...
