In customer-intensive services where service quality increases with service time, service providers commonly pool their agents and give performance bonuses that reward agents for achieving greater customer satisfaction and serving more customers. Conventional wisdom suggests that pooling agents...

In the event of a virus outbreak such as COVID-19, testing is key. However, long waiting lines at testing facilities often discourage individuals from getting tested. This paper utilizes queueing-game-theoretic models to study how testing facilities should set scheduling and pricing policies to...

Pay-for-priority is a common practice in congestion-prone service systems. In many applications, customers are allowed to pay and upgrade to priority at any time of their stay in the queue, even if they choose not to do so initially. However, this dynamic in-queue priority-purchasing behavior of...

Recent years have witnessed the rise of queue-scalping in congestion-prone service systems. A queue-scalper has no material interest in the primary service but proactively enters the queue in hopes of selling his spot later. This paper develops a queueing-game-theoretic model of queue-scalping...

This paper studies an emerging business model of line-sitting in which customers seeking service can hire others (line-sitters) to wait in line on behalf of them. We develop a queueing-game-theoretic model that captures the interaction among customers, the line-sitting firm, and the service...

This book introduces the most advanced and recent theoretical research on innovative priority mechanisms in service settings. It covers cutting-edge topics on service innovations such as line-sitting, service-position-trading, referral priority programs, queue-scalping, distance-based priority,...

Problem Definition: "Slugging," or casual carpooling, refers to the commuting practice of drivers picking up passengers at designated locations and offering them a free ride in order to qualify for high-occupancy-vehicle (HOV) lanes. Academic/Practical Relevance: It is estimated that tens of...