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Keywords
Queueing Theory; Game Theory; Behavioral Operations Management; Server Pooling; Customer Ownership
Journal Article
Although pooling queues offer in principle many operational benefits, these may not always be achieved in practice. One reason, observed in, prior empirical studies, relates to customer ownership. In this paper, we formalize these empirical observations by developing a game-theoretic model to assess the performance of pooling when servers choose their capacities strategically and exhibit varying scopes of customer ownership, captured by two cost components, respectively, associated with the processing time and the waiting time of a server’s customers.