Study of New Service Strategy in Customer-intensive Services Considering Service Environment

doi:10.3969/j.issn.1007-7375.2023.01.009

Abstract

Abstract: In customer intensive service, service with more patience is easy to cause congestion in the queue, but high-quality service environment can effectively reduce the anxiety of customers in the process of waiting while it will also increase the cost of service providers. Based on M/M/1 model, the impact of service environment on customer waiting process and the optimal decisions of service providers on service environment level, rate and service price are analyzed. It is found that service providers in the early stage of development need to pay more attention to the construction of service environment and "quality competition". If the market demand exceeds a certain threshold, the influence of the service environment on customers' purchase decisions will decrease, and service providers need to occupy a larger market share through lower prices to seek greater room for overall profits.

Key words: customer-intensive service, service environment, service rate, M/M/1 model

CLC Number:

C934

LI Chengzhang, ZHAN Wentao, JIANG Minghui. Study of New Service Strategy in Customer-intensive Services Considering Service Environment[J]. Industrial Engineering Journal, 2023, 26(1): 82-90.

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