顾客密集型公共服务中,服务时间越长,顾客所获效用越高,但后续顾客等待时间也随之变长,甚至造成排队拥堵,需制定策略使社会福利最大化.采用M/M/1排队系统,分别基于同质顾客情境与存在单位等待成本高低不同的两类顾客情境进行研究.研究发现:差异性策略中仅服务低单位等待成本顾客的策略最优;当低单位等待成本一定时,随着高单位等待成本的增加,最优差异性策略的社会福利会递增至最大值,而服务所有到达顾客的策略的社会福利则递减;当顾客到达速率大于临界值时,任何情境下都需要对顾客到达情况进行控制,否则排队拥堵将会造成社会福利的下降.%In customer-intensive public services,the value provided by the service increases with the time which the servicer spends with the customer,and the waiting time of following customers have to extend on the other hand.Then how to maximize the social welfare? The M/M/1 model is introduced base on the ‘homogeneous customers’ and ‘two classes of customers with different unitwaiting-cost (UC) ’,respectively.The results demonstrate that the optimal diversity policy is only to service the customers with low-UC;when the high-UC is increasing as the low-UC fixed,the social welfare of the optimal diversity policy will increase to maximum,and the social welfare of the policy servicing all arriving customers will decrease;the service provider should control the customer arriving rate in any scenarios when the potential arriving rate is higher than the threshold,otherwise the social welfare will decrease because of congestion.
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