Please use this identifier to cite or link to this item: http://hdl.handle.net/10125/50081

Towards a Technician Marketplace using Capacity-Based Pricing

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Title:Towards a Technician Marketplace using Capacity-Based Pricing
Authors:Wolff, Clemens
Vössing, Michael
Schmitz, Björn
Fromm, Hansjörg
Keywords:Service Analytics
industrial maintenance, service pricing, technician dispatching, willingness-to-pay
Date Issued:03 Jan 2018
Abstract:Today, industrial maintenance is organized as an on-call business: Upon a customer’ s service request, the maintenance provider schedules a service technician to perform the demanded service at a suitable time. In this work, we address two drawbacks of this scheduling approach: First, the provider typically prioritizes service demand based on a subjective perception of urgency. Second, the pricing of technician services is inefficient, since services are priced on a time and material basis without accounting for additional service quality (e.g. shorter response time). We propose the implementation of a technician marketplace that allows customers to book technician capacity for fixed time slots. The price per time slot depends on the remaining capacity and therefore incentivizes customers to claim slots that match their objective task urgency. The approach is evaluated using a simulation study. Results show the capabilities of capacity-based pricing mechanisms to prioritize service demand according to customers’ opportunity costs.
Pages/Duration:10 pages
URI/DOI:http://hdl.handle.net/10125/50081
ISBN:978-0-9981331-1-9
DOI:10.24251/HICSS.2018.194
Rights:Attribution-NonCommercial-NoDerivatives 4.0 International
https://creativecommons.org/licenses/by-nc-nd/4.0/
Appears in Collections: Service Analytics


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