Abstract: In a wide variety of service industries, providing good service requires a high level of diligence and taking more time. Such service is called customer-intensive service. Usually, the value provided by such service increases with the time the service provider spends with the customer, but the waiting time would be longer at the same time. So, how can the service provider max revenue by setting service speed and price? As the queue theory is well known about describing the service process and congestion, the M/M/1 queuing model is introduced to analyse this problem for the monopolist with adequate demand when waiting cost is subdivided into time cost and anxiety cost. The paper shows that the revenue decreases as unit time cost and anxiety cost increase, but the reduction by unit anxiety cost is lower than unite fixed cost. Also, the strategy which suggests reducing anxiety cost by inputting certain service cost for waiting customers is proved available for the monopolist getting a higher revenue.

Key words: service science, service strategy, M/M/1 queuing model, anxiety cost

摘要： 在customer-intensive服务中服务速度越慢,顾客的效用就越高,然而等待时间也随之变长;而服务商则需对服务速度和价格进行决策,以求获得最优收益。本文基于客源丰富的服务垄断商对此问题采用M/M/1排队模型进行了研究,将顾客成本细分为时间成本和焦虑成本,给出了最优服务速度和价格。研究发现,单位焦虑成本的增加造成了服务商收益的减少,但对收益的影响要小于单位时间成本。最后,提出了服务商投入一定的服务成本来减少焦虑成本的策略,以达到获取更高收益的目的,并证明了策略的有效性。

关键词: 服务科学, 服务策略, M/M/1排队模型, 焦虑成本