In this dissertation we consider how simple operational levers affect a firm's revenue and consumer surplus. In particular, we focus on information disclosure as an useful control for omnichannel services.In the first chapter we consider a revenue-maximizing service firm that caters to price and delay-sensitive customers. The firm offers a...
This dissertation contains three essays that study the operational challenges and business innovations in service industries. We investigate how service providers could use wisely designed business models and service systems to induce preferable customer behaviors, and therefore manage demand and optimize revenue. Using a stylized model, we study how customers...
The vast majority of interactions between customers and service providers are experiences that extend over time. Service systems that deliver excellent customer experience achieve greater customer satisfaction and therefore customer loyalty, and eventually raise revenue. The temporal aspects of service delivery have not yet been analyzed as carefully as its...