Coordination of staffing and pricing decisions in a service firm

Date
2008
Authors
Serel, D. A.
Erel, E.
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Source Title
Applied Stochastic Models in Business and Industry
Print ISSN
1524-1904
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Publisher
John Wiley & Sons
Volume
24
Issue
4
Pages
307 - 323
Language
English
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Abstract

Customer demand is sensitive to the price paid for the service in many service environments. Using queueing theory framework, we develop profit maximization models for jointly determining the price and the staffing level in a service company. The models include constraints on the average waiting time and the blocking probability. We show convexity of the single-variable subproblem under certain plausible assumptions on the demand and staffing cost functions. Using numerical examples, we investigate the sensitivity of the price and the staffing level to changes in the marginal service cost and the user-specified constraint on the congestion measure.

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