[1] Cayirli T, Yang K K, Quek S A. A universal appointment rule in the presence of no-shows and walk-ins[J]. Production and Operations Management, 2011, 4: 84-96. [2] Ahmadi-Javid A, Jalali Z, Klassen K J. Outpatient appointment systems in healthcare: a review of optimization studies[J]. European Journal of Operational Research, 2016, 258(1): 3-34. [3] Liu N, van de Ven P M, Zhang B. Managing appointment booking under customer choices[J]. Management Science, 2019, 65(9): 4280-4298. [4] Wang S, Liu N, Wan G. Managing appointment-based services in the presence of walk-in customers[J]. Management Science, 2020, 66(2): 667-686. [5] Jiang R, Shen S, Zhang Y. Integer programming approaches for appointment scheduling with random no-shows and service durations[J]. Operations Research, 2017, 65(6): 1638-1656. [6] Liu N. Optimal choice for appointment scheduling window under patient no-show behavior[J]. Production and Operations Management, 2016, 25(1): 128-142. [7] Zacharias C, Pinedo M. Appointment scheduling with no-shows and overbooking[J]. Production and Operations Management, 2014, 23(5): 788-801. [8] Zacharias C, Pinedo M. Managing customer arrivals in service systems with multiple identical servers[J]. Manufacturing & Service Operations Management, 2017, 19(4): 639-656. [9] Ward A R, Armony M. Blind fair routing in large-scale service systems with heterogeneous customers and servers[J]. Operations Research, 2013, 61(1): 228-243. [10] Nazerzadeh H, Randhawa R S. Near-optimality of coarse service grades for customer differentiation in queueing systems[J]. Production and Operations Management, 2018, 27(3): 578-595. [11] Gurvich I, Lariviere M A, Ozkan C. Coverage, coarseness, and classification: determinants of social efficiency in priority queues[J]. Management Science, 2019, 65(3): 1061-1075. [12] Zhou W, Lian Z, Wu J. When should service firms provide free experience service?[J]. European Journal of Operational Research, 2014, 234: 830-838. [13] Afèche P, Mendelson H. Pricing and priority auctions in queueing systems with a generalized delay cost structure[J]. Management Science, 2014, 50(7): 869-882. [14] Gavirneni S, Kulkarni V G. Self-selecting priority queues with burr distributed waiting costs[J]. Production and Operations Management, 2016, 25(6): 979-992. [15] Cao P, Wang Y, Xie J. Priority service pricing with heterogeneous customers: impact of delay cost distribution[J]. Production and Operations Management, 2019, 28(11): 2854-2876. [16] Talak R, Manjunath D, Proutiere A. Strategic arrivals to queues offering priority service[J]. Queueing Systems, 2019, 92: 103-130. [17] 刘健,张帅,赵洪款,刘思峰.基于顾客公平偏好的服务机制与定价研究[J].中国管理科学,2019,27(12):175-184. [18] 刘健,张帅,赵洪款,李兆斌.服务机制设计与顾客分类服务定价研究[J].管理工程学报,2020,24(1):86-93. |