Disclosing Delivery Performance Information When Consumers Are Sensitive to Promised Delivery Time, Delivery Reliability, and Price

• 成果类型: Article
• 署名作者: Leng, Mingming; Becerril-Arreola, Rafael; Parlar, Mahmut; Ferguson, Mark
• 署名单位: Lingnan University; University of South Carolina System; University of South Carolina Columbia; McMaster University
• 刊物名称: M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1523-4614
• DOI: 10.1287/msom.2023.0223
• 发表日期: 2024
• 页码: 1918-1924
• 关键词: Service Operations; delivery time; pricing; information disclosure; Online Retailing

摘要

Problem definition: We investigate how the characteristics of consumers and a service firm influence the firm's optimal pricing and promised delivery-time decisions as well as the optimal investment in the quality of delivery reliability information available to consumers. Methodology/results: We use utility, queuing, and choice modeling theories to model consumers' behavior and to find solutions to the firm's profit maximization problem. Managerial implications: The optimal strategy is to disclose either error-free delivery reliability information or no information at all. We also delineate conditions for each of the two strategies to dominate.