Rachel R. Chen

University of California, Davis - Graduate School of Management

One Shields Avenue

Davis, CA 95616

United States

SCHOLARLY PAPERS

7

DOWNLOADS

600

SSRN CITATIONS

10

CROSSREF CITATIONS

2

Scholarly Papers (7)

1.

The Effects of Patient No-Shows on Traditional and Open-Access Appointment Scheduling Policies

UC Davis Graduate School of Management Research No. 16-09, Johnson School Research Paper Series No. #43-09
Number of pages: 51 Posted: 25 Sep 2009 Last Revised: 26 Oct 2009
Lawrence W. Robinson and Rachel R. Chen
Cornell University - Samuel Curtis Johnson Graduate School of Management and University of California, Davis - Graduate School of Management
Downloads 166 (222,510)
Citation 10

Abstract:

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2.

Sequencing and Scheduling Appointments with Potential Call-In Patients

UC Davis Graduate School of Management Research Paper
Number of pages: 40 Posted: 25 Jun 2011
Rachel R. Chen and Lawrence W. Robinson
University of California, Davis - Graduate School of Management and Cornell University - Samuel Curtis Johnson Graduate School of Management
Downloads 135 (263,533)
Citation 2

Abstract:

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appointment scheduling, sequencing, no-shows, advanced-access

3.

Should Captive Sardines Be Compensated? Serving Customers in a Confined Zone

UC Davis Graduate School of Management Research Paper No. 03-09
Number of pages: 30 Posted: 12 Jan 2009
University of California, Davis - Graduate School of Management, University of California, Davis and Graduate School of Management, UC Davis
Downloads 76 (385,770)
Citation 4

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service quality, service pricing, customer experience, negative externality, customer discomfort management, compensation, customer satisfaction

Customer Bill of Rights Under No-Fault Service Failure: Confinement and Compensation

Number of pages: 38 Posted: 17 Aug 2011
University of California, Davis - Graduate School of Management, University of California, Davis and Graduate School of Management, UC Davis
Downloads 74 (395,965)
Citation 2

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service failure, customer bill of rights, advanced selling, targeted compensation

Customer Bill of Rights under No-Fault Service Failure: Confinement and Compensation

Marketing Science, Vol. 31, No. 1, 2012; pp. 157-171; DOI: 10.1287/mksc.1110.0683
Posted: 24 Oct 2012
University of California, Davis - Graduate School of Management, Technion-Israel Institute of Technology - The William Davidson Faculty of Industrial Engineering & Management and Graduate School of Management, UC Davis

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service failure, customer bill of rights, advanced selling, targeted compensation

5.

Sale Timing Under Buyer Valuation Uncertainty: When to Endure Information Disadvantage?

Number of pages: 28 Posted: 29 Jan 2016
Hemant K. Bhargava and Rachel R. Chen
University of California, Davis and University of California, Davis - Graduate School of Management
Downloads 63 (426,585)
Citation 1

Abstract:

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advance selling, late selling, information disadvantage, state-dependent utility, intertemporal pricing, buyer valuation uncertainty

6.

Service Shutdowns and Compensation: Cash Refunds or Vouchers?

HEC Paris Research Paper No. MKG-2021-1416
Number of pages: 34 Posted: 18 Mar 2021 Last Revised: 31 Mar 2021
University of California, Davis - Graduate School of Management, Technion-Israel Institute of Technology - The William Davidson Faculty of Industrial Engineering & Management, HEC Paris - Marketing and University of Palermo
Downloads 48 (482,926)

Abstract:

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Voucher, Service Shutdown, Service Cancellation, Compensation Policy

7.

The Value and Cost of the Customer’s Waiting Time

Manufacturing & Service Operations Management, Forthcoming.
Number of pages: 7 Posted: 29 Mar 2021
University of California, Davis - Graduate School of Management, Temple University - Department of Marketing and Supply Chain Management, affiliation not provided to SSRN and University of Baltimore - Merrick School of Business
Downloads 38 (528,532)

Abstract:

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queuing models, customer waiting time