Service system design is often informed by queueing theory. Traditional queueing theory assumes that servers work at constant speeds. That is reasonable in computer science and manufacturing contexts. However, servers in service systems are people, and, in contrast to machines, systemic...

In dynamic ridesharing systems, both operational and economic policies impact Quality-of-Service (QoS). Field experiments have found that firms benefit from proactively compensating users whose QoS expectations are violated. This motivates a broader analytical study of how behavioral perceptions...