Strategic Information Disclosure in Service Operations: Theory and Experiments

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Strategic Information Disclosure in Service Operations: Theory and Experiments

Estrada Rodriguez, Arturo; (2024) Strategic Information Disclosure in Service Operations: Theory and Experiments. Doctoral thesis (Ph.D), UCL (University College London). Green open access

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Abstract

In this thesis, I investigate service operations decisions related to strategic information sharing. I examine settings where service providers rely on customer self-reported information, and settings where service providers share system-related information to influence customer behaviour. Through a combination of theoretical and experimental analysis, I study how individuals (mis-)report and respond to information, and how this impacts system dynamics and performance. Accounting for behavioural factors, I derive insights and offer managerial advice on how service providers should employ operational strategies such as priority policies, pricing schemes, and delay announcements. In chapter 2, I study priority policies for delay cost minimization in services where customers lie to wait less in queue. Departing from traditional assumptions on customer misreporting behaviour, this chapter evidences ways for service providers to encourage more customer honesty when monetary incentive-compatible mechanisms are not applicable. In chapter 3, I study pricing schemes for revenue maximization in services where customers misreport to pay less for service. This chapter challenges conventional assumptions on mechanism design, and shows conditions under which non-truthful mechanisms achieve higher revenue in comparison to standard truthful incentive-compatible ones. Finally, in chapter 4, I study delay announcement policies for social welfare maximization in settings where service providers share ambiguous delay-related information to alter customer demand. Contrary to standard predictions, this chapter highlights the value of information design to influence customer behaviour in service systems even when service providers lack commitment power and are able to misreport.

Type:	Thesis (Doctoral)
Qualification:	Ph.D
Title:	Strategic Information Disclosure in Service Operations: Theory and Experiments
Open access status:	An open access version is available from UCL Discovery
Language:	English
Additional information:	Copyright © The Author 2024. Original content in this thesis is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International (CC BY-NC 4.0) Licence (https://creativecommons.org/licenses/by-nc/4.0/). Any third-party copyright material present remains the property of its respective owner(s) and is licensed under its existing terms. Access may initially be restricted at the author’s request.
UCL classification:	UCL > Provost and Vice Provost Offices > UCL BEAMS UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of Engineering Science > UCL School of Management UCL
URI:	https://discovery.ucl.ac.uk/id/eprint/10194701