Designing Service Menus for Bipartite Queueing Systems

Designing Fair and Incentive-Compatible Matching Systems Many service systems face the challenge of dynamically matching customers who have heterogeneous preferences with an available pool of service providers in a fair and equitable manner. The first come, first served (FCFS) service discipline offers a straightforward and fair approach to allocate arriving customers to available servers and manage congestion. However, FCFS may limit the ability of service providers to reach an efficient allocation based on the individual preferences of customers and the characteristics of servers. In “Designing Service Menus for Bipartite Queuing Systems,” Caldentey, Hillas, and Gupta develop a queueing framework to address this dynamic matching problem. Their proposed methodology enables service providers to offer a menu of different service classes, each served by a distinct pool of servers. By thoughtfully designing this menu, a service provider can encourage self-interested customers to select service classes in a way that optimizes the trade-off between quality of matching and waiting time delays.