A Psychological Perspective on Service Segmentation Models: The Significance of Accounting for Consumers’ Perceptions of Waiting and Service
研究服务可分多次提供时如何分割和安排，通过引入心理等待成本修正传统排队模型，发现心理因素可能导致与传统排队论常识不同的最优方案，对服务设计有重要启示。
We examine how service should be divided and scheduled when it can be provided in multiple separate segments. We analyze variants of this problem using a model with a conventional function describing the waiting cost, that is modified to account for some aspects of the psychological cost of waiting in line. We show that consideration of the psychological cost can result in prescriptions that are inconsistent with the common wisdom of queuing theorists derived according to the conventional approach (e.g., equal load assignments). More generally, our intention in this paper is to illustrate that aspects of the psychological cost of waiting can be accounted for in the analysis of queuing systems, and that this may have significant implications for the service schemes that are derived.