We consider an M/M/1 high-contact service queue with unknown service rates. Two types of customers, informed and uninformed, making strategic balking decisions, queue at the facility. We find that informed customers follow a threshold strategy and uninformed customers follow a non-threshold strategy in equilibrium. We suggest that the firm should incentivize the fast server such that the quality of service is not compromised. © 2021 Elsevier B.V.

S. Srivatsa Srinivas

School of Artificial Intelligence and Data Science (AIDE)

IIT Jodhpur

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Journal	Operations Research Letters
Publisher	Elsevier B.V.
ISSN	01676377