关键词: 服务运作, 服务速度, M/M/1排队模型, 差异性顾客, 定价

Abstract: In the queuing system where service providers provide differentiated services to customers with different preferences, the profits are affected by factors such as demand scale and customer type. How to develop a policy to achieve the goal of serving a specific type of customer and obtaining the maximum profits? Based on customer-intensive services in which service time and effectiveness are positively related, this paper studies the scenario where the service provider provides two services for two customers with different preferences on the basis of M/M/1 model, and classifies customers into type 1 and type 2 according to the low and high effects obtained from the preference service. The results show that, ①As the potential customers arriving rate increases, the three basic policies applied to the optimal policy are, in order, the fair policy, the providing of priority service for type 2 customer policy, and the providing of exclusive service only for type 2 customer policy; ②The scope of application of the three basic policies is related to the service selection criteria of the type 1 customers; ③In the policy of providing priority service for certain type customers, the effective arrival rate and service rate are determined by the characteristics of the other type of customers.

Key words: service operation, service rate, M/M/1 queuing model, heterogeneous customer, pricing