题目：Managing Service Operations with Quality-Conscious Consumers
主讲人：Qian Qu， Senior Lecturer and the Head of Business Programme，School of Business， Singapore University of Social Sciences，Singapore
Motivated by the operations of a well-known restaurant chain, this paper investigates the optimal quality strategy and the associated service pricing and capacity decisions with forward-looking consumers who are quality-conscious. We show that when customers are uninformed of the service quality, the firm may adopt a low quality strategy in finite transactions. In long-term equilibrium, the firm may offer high quality services especially when customer are highly quality-conscious even if the exact service quality is unknown to them. The results advance the understanding of the commonly observed queuing phenomenon in the service industry and provide both theoretical as well as practical insights for service operations.
Dr Qian Qu is currently the senior lecturer and the Head of Business Programme, School of Business, in Singapore University of Social Sciences. Dr. Qian graduated from Sauder School of Business, The University of British Columbia, with a PhD in Business Administration. Dr. Qian’s research interests focus on healthcare management policies, consumer behavior in operations management and supply chain finance. His research has been published in leading academic journals.