...Wentao Zhan; Minghui Jiang; Chengzhang Li Purpose Customer-intensive services refer to the service that a provider needs to invest in customers with high patience and experience. Within a certain rate range, the slower service rate and the longer service time, the higher customer’s utility...

...Chengzhang Li; Minghui Jiang; Xuchuan Yuan Purpose This paper aims to investigate the optimal price and service rate decisions in a customer-intensive service, where customers’ perceived service quality decreases in the service speed. Customers are assumed to be forward-looking in purchase...