A bi-objective differential service model for computer repairs

In the past, ordinary service (single service) for computer repairs with the same service time and price based on the maximal profit criterion cannot satisfy the demand for priority service. In addition, the factor of customer satisfaction is always ignored in the service model. In this paper, a new bi-objective differential service model taking customer preference information into consideration is proposed for customer relationship management. In addition, a heuristic method is proposed for the service model since it is a combinatorial problem. The results show that the exhaustive enumeration search for the bi-objective differential service model is better than other methods for the single and differential service models. Furthermore, compared with the exhaustive enumeration search, the proposed heuristic method performs effectively and efficiently. Some sensitivity analysis is performed as well.