南科大信管系何翘楚在Production and Operations Management发表研究成果
2020-01-07
近日，南方科技大学信息系统与管理工程系何翘楚副教授作为第一作者在Production and Operations Management期刊发表学术论文“Learning with Projection Effects in Service Operations Systems”，该文合作者有香港科技大学的Ying-Ju Chen与加利福尼亚大学伯克利分校的Rhonda Righter。
文章摘要:
In this paper we study customers' learning behaviors in service operations systems when the customers hold incorrect beliefs about the population distribution ( "projection effects" ). We propose a basic model wherein the customers are heterogeneous in both delay sensitivity and awareness of service quality which explains "rational hesitations": The uninformed and patient customers obfuscate the quality signaled by the queue length for the uninformed and impatient customers who wait and join when the queue becomes longer. Ironically with such bounded rationality the customers who are more averse to waiting will react more sensitively to the observed long queue which leads to an overestimation of the service quality and waiting in the long queue. Such bounded rationality also impedes effective learning by inducing decision errors which among other consequences reduces the social welfare due to a blind "buying frenzy" even if the service quality is low.
