讲座题目：《From Frustration to Engagement: The Role of Ancillary Services in a Queue》

主讲嘉宾：刘宝龙助理教授

主持人：陈俊霖

讲座时间：2025年4月15日（星期二）14:00-16:00

讲座地点：沙河校区二教303

讲座摘要：Queues often create frustration for customers. Traditional methods to alleviate long waits, such as reducing congestion or redistributing waiting costs, aim to improve efficiency but may not fully address customer experience. This paper investigates the effect of offering an ancillary service alongside the primary service and explores the trade-off between improving the customer experience and exacerbating congestion. We develop a game-theoretical queueing model to analyze the impact of an ancillary service on customer behavior, system throughput, provider profit, and social welfare. Our findings reveal that an ancillary service can increase throughput and provider profit, particularly when the primary service is constrained. However, it may also increase congestion and negatively affect customers only interested in the primary service. Introducing an ancillary service can be a more profitable strategy than traditional priority queues, especially when primary service capacity is limited. The strategy enhances customer surplus and social welfare by creating additional value, but its effectiveness depends on the alignment of customer preferences with the ancillary service offering.

嘉宾简介：Dr. Baolong Liu is an assistant professor in management science in the School of Entrepreneurship and Management, ShanghaiTech University. He received his Ph.D. at ESSEC Business School in France. Right after, he began to work as a postdoctoral research associate at the Department of Supply Chain Management, W. P. Carey School of Business at Arizona State University. His research focuses on sustainable operations management, service management, inventory management, new retailing using dynamic programming (Markov decision process), queueing theory, mixed-integer programming, and game theory.

刘宝龙博士是上海科技大学创业与管理学院管理科学与工程方向助理教授，在法国ESSEC高等商学院获得博士学位。之后，在亚利桑那州立大学W. P. Carey商学院供应链管理系担任博士后研究员。研究聚焦在可持续运营管理、服务管理、库存管理、新零售等领域，主要使用动态规划（马尔可夫决策过程）、排队论、混合整数规划和博弈论等方法。主要教授运筹学、系统工程、随机模型与动态规划、生产运作管理、运营管理等多门本科生、研究生与培训课程。

主办单位：12BET