Pricing in service systems with strategic customers

Abstract

In this thesis, we examine the pricing decision process in service systems with strategic customers. We present three systems throughout the study. In the rst system, priority classes are o ered to the customers and price level for every priority class is determined to maximize pro t. Two models are created and comparisons are done in order to determine how parameter values a ect pricing decision and priority class choices. The second system consists of a single server and homogeneous customers but di erent delay information levels exist. Three information levels are examined and e ects of delay information level on pricing decision and customers' behavior are investigated. In the third system, there exists randomness in service valuation and waiting cost. We discuss the cost of uncertainty in service systems by regarding probabilistic parameter values.