How Service Quality Variability Hurts Revenue When Customers Learn: Implications for Dynamic Personalized Pricing

2021 ◽  
Author(s):  
Gregory DeCroix ◽  
Xiaoyang Long ◽  
Jordan Tong
Keyword(s):  
Service Quality ◽  
Dynamic Pricing ◽  
High Quality ◽  
Over Time

Most service settings involve some degree of variability in the quality of customers’ experiences. An understudied mechanism is analyzed by which this variability can reduce firm revenues when customers do not know true service quality but rather learn about that quality over time based on their experiences. Essentially, customers get stuck with low-quality opinions and low purchase likelihoods after unusually bad experiences. However, high-quality opinions after unusually good experiences are quickly corrected. The authors show that dynamic pricing can help mitigate this effect. Specifically, if the firm can set individual prices so that each customer perceives the same surplus, then the variability impact is entirely eliminated. They also demonstrate that simpler heuristics similar to those observed in practice (requiring less information and pricing flexibility) can partially mitigate the revenue loss.

scholarly journals Dynamic Signaling with Dropout Risk

2016 ◽  
Vol 8 (1) ◽  
pp. 57-82 ◽  
Author(s):  
Francesc Dilmé ◽  
Fei Li
Keyword(s):  
Time Varying ◽  
High Quality ◽  
Indivisible Good ◽  
Initial Belief ◽  
Costly Delay ◽  
Over Time

We study the role of dropout risk in dynamic signaling. A seller privately knows the quality of an indivisible good and decides when to trade. In each period, he may draw a dropout shock that forces him to trade immediately. To avoid costly delay, the seller with a low-quality good voluntarily pools with early dropouts, implying that the expected quality of the good increases over time. We characterize the time-varying equilibrium trading dynamics. It is demonstrated that the maximum equilibrium delay of trade is decreasing in the initial belief that the good is of high quality. (JEL C73, D82, D83)

On the Maturity of Software Maintenance and Other IT Services

2011 ◽  
pp. 51-74
Author(s):  
Frank Niessink
Keyword(s):  
Service Quality ◽  
Software Development ◽  
Software Maintenance ◽  
Two Dimensions ◽  
Point Of View ◽  
Technical Quality ◽  
It Services ◽  
High Quality ◽  
Functional Quality

In this chapter, we examine the differences between software maintenance and software development from a service point of view, and the consequences thereof for the maturity of software maintenance organizations. We argue that software maintenance can be seen as providing a service, whereas software development is primarily concerned with the development of products. Differences between products and services affect the way in which customers assess their respective quality. In particular, service quality is assessed in two dimensions: the technical quality — what the result of the service is — and the functional quality — how the service is delivered. Consequently, customers will judge the quality of software maintenance differently from that of software development. This in turn means that to deliver high quality results in software maintenance, both the functional quality and the technical quality dimension are important.

scholarly journals Critical appraisal and comparison of recommendations of clinical practice guidelines for treatment of schizophrenia in children and adolescents: a methodological survey protocol

BMJ Open ◽  
2020 ◽  
Vol 10 (9) ◽  
pp. e038646
Author(s):  
Maíra Ramos Alves ◽  
Cristiane de Cássia Bergamaschi ◽  
Flávia Blaseck Sorrilha ◽  
Izabela Fulone ◽  
Silvio Barberato-Filho ◽  
...  
Keyword(s):  
Clinical Practice ◽  
Children And Adolescents ◽  
Clinical Practice Guidelines ◽  
Practice Guidelines ◽  
Future Research ◽  
High Quality ◽  
Agree Ii ◽  
Ethical Approval ◽  
Over Time

IntroductionThe number of clinical practice guidelines (CPGs) have increased substantially mainly in the paediatric area of mental health. However, little is known about the quality or how recommendations for the treatment of disorders such as schizophrenia in children and adolescents have changed over time. The aim of this study will be to assess the quality of the development of CPGs for the treatment and management of schizophrenia in children and adolescents over time using the Appraisal of Guidelines for Research and Evaluation II (AGREE II) tool and to compare the recommendations and interventions described in these documents.Methods and analysisCPGs will be identified using a prospective protocol through a systematic search of multiple databases (Medline, Embase, Health Systems Evidence, Epistemonikos, Lilacs, etc) and guideline websites from 2004 to December 2020. The quality of the guidelines will be assessed by three reviewers, independently using the AGREE II. CPGs will be considered of high-quality if they scored ≥60% in four or more domains of the AGREE II instrument. Non-parametric tests will be used to test for the change of quality over time. We will summarise the different evidence grading systems and compare the recommendations.Ethics and disseminationEthical approval is not required since it is a literature-based study. Future results of the research can be submitted for publication in scientific journals of high impact, peer reviewed and also published in national and international conferences. The results derived from this study will contribute to the improvement of health institutions and policies, informing about existing recommendation guidelines and about deficiencies and qualities found in those. This study may also identify key areas for future research. This study may guide the search and choice for high quality CPGs by health policy makers and health professionals and subsidise future adaptations.Protocol registration numberCRD42020164899.

scholarly journals Evolution of orbit and clock quality for real-time multi-GNSS solutions

GPS Solutions ◽  
2020 ◽  
Vol 24 (4) ◽  
Author(s):  
Kamil Kazmierski ◽  
Radoslaw Zajdel ◽  
Krzysztof Sośnica
Keyword(s):  
Real Time ◽  
Atomic Clock ◽  
Orbital Plane ◽  
Poor Quality ◽  
Satellite Orbits ◽  
High Quality ◽  
Changes Over Time ◽  
Over Time ◽  
Orbit Characteristics

Abstract High-quality satellite orbits and clocks are necessary for multi-GNSS precise point positioning and timing. In undifferenced GNSS solutions, the quality of orbit and clock products significantly influences the resulting position accuracy; therefore, for precise positioning in real time, the corrections for orbits and clocks are generated and distributed to users. In this research, we assess the quality and the availability of real-time CNES orbits and clocks for GPS, GLONASS, Galileo, and BeiDou-2 separated by satellite blocks and types, as well as the product quality changes over time. We calculate the signal-in-space ranging error (SISRE) as the main orbit and clock quality indicator. Moreover, we employ independent orbit validation based on satellite laser ranging. We found that the most accurate orbits are currently available for GPS. However, Galileo utmost stable atomic clocks compensate for systematic errors in Galileo orbits. As a result, the SISRE for Galileo is lower than that for GPS, equaling 1.6 and 2.3 cm for Galileo and GPS, respectively. The GLONASS satellites, despite the high quality of their orbits, are characterized by poor quality of clocks, and together with BeiDou-2 in medium and geosynchronous inclined orbits, are characterized by SISRE of 4–6 cm. BeiDou-2 in geostationary orbits is characterized by large orbital errors and the lowest availability of real-time orbit and clock corrections due to a large number of satellite maneuvers. The quality of GNSS orbit and clock corrections changes over time and depends on satellite type, block, orbit characteristics, onboard atomic clock, and the sun elevation above the orbital plane.

scholarly journals Bridging the gap between geographic concept and the data we have: The case of labor markets in the USA

2020 ◽  
Vol 52 (7) ◽  
pp. 1395-1414
Author(s):  
Christopher S Fowler ◽  
Leif Jensen
Keyword(s):  
Labor Market ◽  
Labor Markets ◽  
Research Question ◽  
High Quality ◽  
Regional Bias ◽  
Regional Variations ◽  
Research Outcomes ◽  
The Usa ◽  
Over Time

A broad literature has made it clear that geographic units must be selected with care or they are likely to introduce error and uncertainty into results. Nevertheless, researchers often use data “off the shelf” with the implicit assumptions that their observations are consistent with the geographical concept relevant for their research question, and that they are of uniformly high quality in capturing this geographic identity. In this paper, we consider the geographical concept of “labor market” and offer a template for both clarifying its meaning for research and testing the suitability of extant labor-market delineations. We establish a set of metrics for comparing the quality of existing labor-market delineations with respect to the diverse meanings that researchers apply to the concept. Using the fit metrics established here, researchers can explore how delineations vary geographically, how they vary over time, and how this variation may shape research outcomes. Our assessment is that the quality of the extant delineations is relatively high overall. However, we find that different delineations vary significantly in the types of labor markets they represent, and that regional variations in fit within any given delineation may introduce noise or regional bias that merits consideration in any analysis conducted with these units. More broadly, the kinds of metrics we propose here have applicability for many other geographic entities where boundaries and scale can be only imperfectly defined.

scholarly journals Measuring service quality at Wan Hai Lines outbound services

2020 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Duong Ngoc Ha
Keyword(s):  
Service Quality ◽  
Transit Time ◽  
Three Dimension ◽  
Quality Service ◽  
High Quality ◽  
Dimension Analysis ◽  
Full Picture ◽  
Improve Service Quality ◽  
High Quality Service

Service quality is still a new concept to those who works in shipping lines services since it has not been identified as a mandatory factor to increase the competitiveness. Most carriers are currently offering services at the same level of price, transit time, equipment, etc. Thus offering a high quality service is the best way for a carrier to differentiate itself from its competitors in the market. The research aims to conduct an assessment on service quality at Wan Hai Lines outbound services based on the SERVQUAL model, form of dimension-by-dimension analysis. The outcome is the service quality of Wan Hai Lines outbound services can be identified by three dimension Empathy and Responsiveness, Assurance, and Reliability. It would help the management to have a clear and full picture about the current service quality, and to have the ways to improve service quality following the recommendations.

scholarly journals Integrated Quality-Based Production-Distribution Planning in Two-Echelon Supply Chains

2021 ◽  
Vol 2021 ◽  
pp. 1-10
Author(s):  
Husein Pasha ◽  
Isa Nakhai Kamalabadi ◽  
Alireza Eydi
Keyword(s):  
Mixed Integer ◽  
High Quality ◽  
Swarm Optimization ◽  
Integrated Production ◽  
Quality Degradation ◽  
Production Distribution ◽  
Quality Of Products ◽  
Over Time

The integrated production-distribution (P-D) planning has turned into one of the most essential areas in supply chain (SC) management in recent years, especially in the case of perishable products in which the quality of products can change over time. Nonetheless, so far, the suggested models have focused on the P-D stages of the chain while the delivery of high-quality products to customers is of paramount significance in the perishable SC. In the present paper, a multiobjective, mixed-integer, and nonlinear programming (MOMINLP) mathematical model was developed for integrated P-D deteriorating items in a two-echelon SC that emphasizes quality degradation. Quality is monitored and calculated as a function of temperature and time throughout the SC, and the main purpose of the model is to first increase the quality of products delivered to customers and, second, minimize the SC costs. To optimize the problem, the particle swarm optimization (PSO) approach was also incorporated into the model. The obtained model was applied to a case study in Protein Gostar Sina Company in Iran, which resulted in decreased P-D costs as well as increased customer satisfaction.

scholarly journals Patient-related healthcare disparities in the quality of acute hip fracture care: a 10-year nationwide population-based cohort study

BMJ Open ◽  
2021 ◽  
Vol 11 (12) ◽  
pp. e051424
Author(s):  
Pia Kjær Kristensen ◽  
Anne Mette Falstie-Jensen ◽  
Morten Madsen ◽  
Søren Paaske Johnsen
Keyword(s):  
Hip Fracture ◽  
Quality Care ◽  
Population Based ◽  
Nutritional Risk ◽  
High Quality ◽  
Process Measures ◽  
Fracture Care ◽  
The Individual ◽  
Over Time

ObjectivesTo characterise and quantify possible patient-related disparities in hip fracture care including temporal changes.DesignPopulation-based cohort study.SettingAll Danish hospitals treating patients with hip fracture.Participants60 275 hip fracture patients from 2007 to 2016.InterventionsQuality of care was defined as fulfilment of eligible care process measures for the individual patient recommended by an expert panel. Using yearly logistic regression models, we predicted the individual patient’s probability for receiving high-quality care, resulting in a distribution of adjusted probabilities based on age, sex, comorbidity, fracture type, education, family mean income, migration status, cohabitation status, employment status, nursing home residence and type of municipality. Based on the distribution, we identified best-off patients (ie, the 10% of patients with the highest probability) and worst-off patients (ie, the 10% of patients with the lowest probability). We evaluated disparities in quality of care by measuring the distance in fulfilment of outcomes between the best-off and worst-off patients.Primary and secondary outcome measuresThe primary outcome was fulfilment of all-or-none, defined as receiving all relevant process measures. Secondary outcomes were fulfilment of the individual process measures including preoperative optimisation, early surgery, early mobilisation, assessment of pain, basic mobility, nutritional risk and need for antiosteoporotic medication, fall prevention and a postdischarge rehabilitation programme.ResultsThe proportion of patients receiving high-quality care varied over time for both best-off and worst-off patients. The absolute difference in percentage points between the best-off and worst-off patients for receiving all-or-none of the eligible process measures was 12 (95% CI 6 to 18) in 2007 and 23 (95% CI 19 to 28) in 2016. Disparities were consistent for a range of care processes, including assessment of pain, mobilisation within 24 hours, assessment of need for antiosteoporotic medication and nutritional risk assessment.ConclusionsDisparity of care between best-off and worst-off patients remained substantial over time.

scholarly journals FACTORS OF SERVICE QUALITY AFFECTING STUDENTS, AS CUSTOMERS, SATISFACTION OF RIDESHARING SERVICES IN VILNIUS, LITHUANIA

2020 ◽  
Vol 6 ◽  
pp. 615
Author(s):  
Jurgita Ginavičienė ◽  
Indrė Sprogytė
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
High Quality ◽  
Transportation Services ◽  
Questionnaire Online ◽  
Study Participants ◽  
Students As Customers ◽  
Transport Logistics ◽  
Significant Factors

Nowadays ridesharing has become crucial and extremely popular service. As modern consumers, students have become wiser and more rational, they tend to choose not only high quality transport but also they prefer desirable quality of transportation services. The main aim of this research is to identify the factors of service quality which have impact on customer satisfaction of ridesharing services in Vilnius, Lithuania. This study is an quantitative analysis. 124 students of Vilnius College of Technologies and Design Transport Logistics completed a questionnaire via apklausa.lt about factors which affect their evaluation of ridesharing services. Study participants filled out a questionnaire online and evaluate the importance of the values such as flexibility or speed on a 5-point Likert scale. According to the findings obtained, the opportunity to pay for transport by card, provided safety, reasonable price and comfort are significant factors in order to ensure customer satisfaction of ridesharing service.  

scholarly journals Compensation Committee Quality and Effective Executive Remuneration

2016 ◽  
Vol 11 (6) ◽  
pp. 118
Author(s):  
Simona Catuogno ◽  
Claudia Arena ◽  
Riccardo Viganò
Keyword(s):  
Regression Analysis ◽  
Structural Characteristics ◽  
Stock Option ◽  
Probit Regression ◽  
High Quality ◽  
Interlocking Directorates ◽  
Compensation Committee ◽  
Executive Remuneration ◽  
Over Time

Grounding in the agency theory, this paper questions whether high quality compensation committee influences the design of executive remuneration towards the alignment of the contrasting interests between managers and shareholders. Relying on a comprehensive approach that captures the compensation committee quality based on different attributes (i.e. independence, interlocking directorates, directors appointed by minorities) we conduct a two-step empirical analysis. First, we illustrate the evolution over time of the stock option plan characteristics and construct an illustrative diagram that shows the linkages between the attributes of the compensation committee quality and the elements of the option plans. Second, we run a probit regression analysis to deeply investigate the picture emerging from the diagram. Our results document that the quality of compensation committee significantly affects the assignment of incentive stock option plans. The paper evidence advances the knowledge in the literature on compensation committee and executive remuneration, by highlighting that structural characteristics of the committee other than independence of its members play a pivotal role in writing effective remuneration contracts for the executives. Our findings are also useful for investors and policymakers.

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