Publicly announced access recommendations and consumers’ service time choices with uncertain congestion

This article investigates consumers’ anticipation of other consumers’ service time choices in capacity-constrained services and how this is affected by publicly announced access recommendations. Empirical results from an experiment with simulated congestion experiences show that the impact of consumers’ anticipation of other consumers’ service time choices is lower for first-time than for the repeated encounters. Despite consumers greater information need in first-time encounters, we predict that the impact of publicly announced access recommendations is lower in first-time than in repeated service encounters. The reason is that consumers have not yet learned how to take into account the impact of recommendations on other consumers’ choices. However, we hypothesize that consumers do benefit from recommendations in that recommendations allow them to better anticipate other consumers’ choices and are also able to learn about others’ choices sooner than in case no recommendations are provided.

Netspar, Network for Studies on Pensions, Aging and Retirement, is een denktank en kennisnetwerk. Netspar is gericht op een goed geïnformeerd pensioendebat.

MEER OVER NETSPAR


Missie en strategie           •           Netwerk           •           Organisatie           •          Podcasts
Board Brief            •            Werkprogramma 2023-2027           •           Onderzoeksagenda

OVER NETSPAR

Onze partners

B20220412_SPIN_logo+naam_2xPMS_2_voettekst
B20160708_universiteit leiden
B20160708_asr
BPL_Pensioen_logo+pay-off - 1610-1225 v1.1_grijswaarden
B20221103_Zwitserlevengrayscale
Bekijk al onze partners