岭南学术交流会（商务管理系）

报告题目：The Paradox of Choice: The False Premise of Omnichannel Services and How to Realize It

报  告  人：Chen Xiaole（The Chinese University of Hong Kong, Ph.D. Candidate）

主  持  人：王杉（中山大学岭南学院 助理教授）

时        间： 2020年1月9日（周四）下午2:30-4:00

地        点： 岭南堂汪道涵会议室

语        言： 英文+中文

Abstract:

Omni-channel service, an integration of in-store service with online ordering, has been thriving thanks to innovative IT technologies. Major chains such as McDonald's and Starbucks are all establishing their omni-channel capability. Boutique coffee shops and restaurants are partnering with third-party platforms to offer holistic omni-channel services. In this study, we shall discuss the impacts of the omni-channel capability in the service industry. We adopt a game-theoretical queueing framework to explore customer channel choices and investigate the effectiveness and efficiency of the omni-channel system in comparison with a conventional walk-in only system. Our results demonstrate the inefficiency of the omni-channel system due to self-interested channel choices. We, thus, suggest several operational strategies that may curtail this inefficiency and establish a win-win outcome: the provider is able to improve her revenue while customers also enjoy higher social welfare.

报告人介绍：

        陈小乐是香港中文大学商学院的博士生。他本科和研究生阶段分别就读于哈尔滨工业大学经济与管理学院和中山大学岭南学院。他的研究兴趣主要包括全渠道运营管理，绿色供应链，以及供应链金融。

欢迎师生参加！