附加服务下异质顾客行为与服务商信息策略研究

摘要：

等待焦虑是影响顾客排队行为的一大因素,通过引入附加服务来转移顾客的“等待焦虑”,基于 M/M/1排队系统,考虑了两类顾客:传统型和技术型,建立了信息披露和信息隐藏时的顾客收益模型及策略选择与企业定价策略,给出了消费者群体规模对信息隐藏或披露的选择影响,研究表明:在信息披露情形下,策略服务费用过高或过低都会造成没有消费者愿意购买附加服务;在信息隐藏情形下,当策略服务费用较低时,随着消费者群体规模增大,技术型顾客会选择购买策略服务,定价随着消费者群体规模增大而提高,但消费者群体规模增大到一定值时,提高定价只会带来负面效应。

This paper introduces a strategy for offering additional services to divert customers waiting anxiety. Based on the M/M/1 queuing system, two types of customers are considered: conventional one and technical one, further establish customer utility models and strategy choices models under both information disclosure and information hiding scenarios. The pricing strategies for bussiness are also analysed to examine the impact of consumer group size on the choice of inormation hiding or disclosure, The results show that in the case of information diselosure, too high or too low cost of strategic service will result in no customers willing to buy additional; In the case of information hiding, when the cost of strategic services is low, with the increase of the size of the consumer group, technical customers will choose to buy strategic services, and the pricing will increase，but when the size of the consumer group increases to a certain value, the increase of pricing wll only bring negative effects.

作者:

李继红，王傲壮

Li Jihong, Wang Aozhuang

机构地区：

山西大学经济与管理学院;管理与决策研究所

引用本文：

李继红，王傲壮。附加服务下异质顾客行为与服务商信息策略研究[ ] ].河南师范大学学报(自然科学版),2025,53(5):105-112.(Li jihong, Wang Aozhuang.Research on heterogeneous customer behavior and service provider information strategy under additional services[ ] ].Journal of Henan Normal University(Natural Science Edition),2025,53(5):105-112.DO1:10.16366/.cnki.1000-2367.2024.05.23.0001.)

基金：

国家社会科学基金

关键词：

排队；传统型顾客；信息披露；服务策略；企业定价

queuing; traditional customers; information disclosure, service strategy; enterprise pricing

分类号：

O226

附加服务下异质顾客行为与服务商信息策略研究.pdf