Kuyruk tipi servis sistemlerinde kalite bilincindeki stratejik müşteriler

A service system is a configuration of technology and organizational networks designed to deliver services that satisfy needs, wants and aspirations of customers. Call centers, universities, hospitals, restaurants, shopping centers, hotels, beauty centers are a few examples of the service systems which provide service to customers in different areas. A strategic customer in a service system acts in order to maximize his individual welfare or utility. To maximize his individual utility, a strategic customer compares all of his possible alternatives and chooses the one which brings the highest pay-off to him. The alternative with the highest pay-off is referred as the optimal behavior (action) of this customer. Indeed, each customer's optimal behavior is affected by acts taken by the service provider (system manager) and by the other customers. The result is an aggregate equilibrium pattern of behavior which may not be optimal from the perspective of the society as a whole. So, the optimal decisions of the individual customer, social planner who is responsible from maximizing the social welfare, and the service provider all need to be analyzed in these systems. Many service systems are queueing type systems. So service systems generally include queues, and the individual customer, social planner and the service provider must (directly or indirectly) consider the displeasure of waiting in the queue. Moreover, the service systems that we consider in this thesis have imperfect quality. The service failures which are caused by the service quality problem will require resolutions. Designing the service systems by using different system structures we analyze different service failure resolution alternatives in Strategic Customer Setting. In summary, our goal in this thesis is to integrate service quality issues with strategic behavior and compare different service system structures