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| The Effect of Expert Wages and Service Optimization on Service Policy When Providing Remedial Service |
| LI Wuqiang，LIU Dezhi，XU Xiaoqing |
| Chang’an University, Xi’an, China |
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Abstract In order to enhance customers’trust in the quality of face-to-face expert service, many service providers have proposed free re-service schemes for their service failure, but this will increase the system load and waiting time; while hiring high ability experts can improve the probability of service success, it faces the challenge of paying a higher wages. In view of the above problems, two service recovery schemes such as providing one time (scheme 1) and unlimited times (scheme 2) re-service are studied based on the queuing theory, and the results show that:①the optimal price and expected waiting time of scheme 2 are more stable;②when the potential demand is low, both schemes will select a higher ability expert as the potential demand increasing; when the potential demand is large enough, the requirements of the two schemes for the expert’s ability are the same, and the service providers’revenues are equal; ③service optimization can reduce wages expenditure when potential demand is small and increase effective demand when potential demand is high enough.
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Received: 19 March 2020
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