Thanks to the abundant user-generated content on the review websites, customers can easily make a casual inference on the service speed through observing and learning from others' service experiences. We study a service system where customers make their join-or-balk decisions based on a sample...

Vaccine hesitancy is modelled as an endogenous decision within a behavioural SIR model with endogenous agent activity. It is shown that policy interventions that directly target costs associated with vaccine adoption may counter vaccine hesitancy while those that manipulate the utility of...

We consider a multi-class multi-server queueing system and study the problem of designing an optimal matching topology (or service compatibility structure) between customer classes and servers under a FCFS-ALIS service discipline. Specifically, we are interested in finding matching topologies...

The growing adoption of virtual queues in the service and retail industries has been greatly accelerated in recent times. In collaboration with a major ride-sharing platform, we study how the wait time information (WTI) – both its initial magnitude and its subsequent progress over time -...

We consider a single server queueing system where a finite number of customers arrive over time to receive service. Arrivals are driven by appointments, with a scheduled appointment time associated with each customer. However, customers are not necessarily punctual and may arrive either earlier...

This work is motivated by the common practice of add-on pricing, where an add-on is not valuable unless purchased together with the main service. For example, many restaurants serve free bread or complimentary drinks (add-on) while diners are waiting for their entrees (main service) to be...