A Diffusion Approximation for a Markovian Queue with Reneging
Queueing Systems: Theory and Applications
Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Competition and Outsourcing with Scale Economies
Management Science
Price and Delivery Logistics Competition in a Supply Chain
Management Science
Formation of Alliances in Internet-Based Supply Exchanges
Management Science
Selfish Routing and the Price of Anarchy
Selfish Routing and the Price of Anarchy
Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
Queueing Systems: Theory and Applications
Stable Farsighted Coalitions in Competitive Markets
Management Science
Competition in Service Industries
Operations Research
Fault tolerance in large games
Proceedings of the 9th ACM conference on Electronic commerce
Manufacturing & Service Operations Management
Pricing and Dimensioning Competing Large-Scale Service Providers
Manufacturing & Service Operations Management
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Recently, large-scale, Web-based service marketplaces, where many small service providers compete among themselves in catering to customers with diverse needs, have emerged. Customers who frequent these marketplaces seek quick resolutions and thus are usually willing to trade prices with waiting times. The main goal of this paper is to discuss the role of the moderating firm in facilitating information gathering, operational efficiency, and communication among agents in service marketplaces. Surprisingly, we show that operational efficiency may be detrimental to the overall efficiency of the marketplace. Furthermore, we establish that to reap the “expected” gains of operational efficiency, the moderating firm may need to complement the operational efficiency by enabling communication among its agents. The study emphasizes the scale of such marketplaces and the impact it has on the outcomes. This paper was accepted by Yossi Aviv, operations management.