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.
LI Wuqiang,LIU Dezhi,XU Xiaoqing. The Effect of Expert Wages and Service Optimization on Service Policy When Providing Remedial Service[J]. Chinese Journal of Management, 2020, 17(10): 1554-.
