Discretionary services typically refer to professional work and complex service work by physicians,software developers,web designers,lawyers,or financial analysts,where there are no standard working processes and cust...Discretionary services typically refer to professional work and complex service work by physicians,software developers,web designers,lawyers,or financial analysts,where there are no standard working processes and customer perceived quality of service increases with the time spent on it.Recently,research on these services,especially the corresponding speed-quality tradeoff problem,has gained more and more attention.This paper reviews both the analytical models and the empirical studies in this area,highlighting their contributions and pointing out potential directions for future research.展开更多
基金supported by the National Natural Science Foundation of China under grant number 72071204the Open Research Fund of Collaborative Innovation Centre for State-owned Assets Administration,Beijing Technology and Business University under grant number BTBUGZGL201903Beijing social science funds under grant number 17GLB011.
文摘Discretionary services typically refer to professional work and complex service work by physicians,software developers,web designers,lawyers,or financial analysts,where there are no standard working processes and customer perceived quality of service increases with the time spent on it.Recently,research on these services,especially the corresponding speed-quality tradeoff problem,has gained more and more attention.This paper reviews both the analytical models and the empirical studies in this area,highlighting their contributions and pointing out potential directions for future research.
