Pricing computer services: queueing effects
Communications of the ACM
Optimal incentive-compatible priority pricing for the M/M/1 queue
Operations Research
User delay costs and internal pricing for a service facility
Management Science
The role of inventory in delivery-time competition
Management Science
Pricing and delivery-time performance in a competitive environment
Management Science
Competing in product and service: a product life-cycle model
Management Science - Special issue on frontier research in manufacturing and logistics
A model for rational abandonments from invisible queues
Queueing Systems: Theory and Applications
Channel Dynamics Under Price and Service Competition
Manufacturing & Service Operations Management
Customer Service Competition in Capacitated Systems
Manufacturing & Service Operations Management
Competition and Outsourcing with Scale Economies
Management Science
Competition and Outsourcing with Scale Economies
Management Science
Asymmetric Consumer Learning and Inventory Competition
Management Science
Outsourcing via Service Competition
Management Science
Managing Response Time in a Call-Routing Problem with Service Failure
Operations Research
Joining Longer Queues: Information Externalities in Queue Choice
Manufacturing & Service Operations Management
Quality--Speed Conundrum: Trade-offs in Customer-Intensive Services
Management Science
Market Heterogeneity and Local Capacity Decisions in Services
Manufacturing & Service Operations Management
Strategic Capacity Rationing when Customers Learn
Manufacturing & Service Operations Management
Competitive Behavior-Based Price Discrimination for Software Upgrades
Information Systems Research
Customer relationship management and Web mining: the next frontier
Data Mining and Knowledge Discovery
Product and Price Competition with Satiation Effects
Management Science
Dynamic Capacity Allocation to Customers Who Remember Past Service
Management Science
A Supply Network's Optimal Information System and Material Flows
International Journal of Information Systems and Supply Chain Management
| Hi-index | 0.01 |
We develop a model of customer choice in response to random variation in quality. The choice model yields closed-form expressions which reflect the effect of competing suppliers' service quality on the long-run fraction of purchases a customer makes at the various competitors. We then use the expressions as the basis of simple normative models for suppliers seeking to maximize their long-run average profits. The results provide insight into the effect of switching behavior on the service levels offered by competing suppliers.